August 2008 Report

U.S. Department of Transportation

Air Travel Consumer Report

A Product Of The OFFICE OF AVIATION ENFORCEMENT AND PROCEEDINGS Aviation Consumer Protection Division

Issued: August 2008

Flight Delays1 June 2008 12 Months Ending June 2008

Mishandled Baggage1 June 2008 January-June 2008

Oversales1 2nd Quarter 2008 January-June 2008

Consumer Complaints2 June 2008 (Includes Disability and January-June 2008 Discrimination Complaints)

Customer Service Reports to the Dept. of Homeland Security3 June 2008

Airline Animal Incident Reports4 June 2008 1 Data collected by the Bureau of Transportation Statistics. Website: http://www.bts.gov/ 2 Data compiled by the Aviation Consumer Protection Division. Website: http://airconsumer.ost.dot.gov/ 3 Data provided by the Department of Homeland Security, Transportation Security Administration 4 Data collected by the Aviation Consumer Protection Division

TABLE OF CONTENTS

Section Page Section Page Introduction ...... …2 Flight Delays Mishandled Baggage Explanation ...... …3 Explanation ...... …..38 Table 1 ...... …4 Ranking--Month ...... …..39 Overall Percentage of Reported Flight Ranking—YTD ...... …....40 Operations Arriving On Time, by Carrier Table 1A ...... …5 Oversales Overall Percentage of Reported Flight Explanation ...... …..41 Operations Arriving On Time and Carrier Rank, Ranking—1st QTR ...... …....42 by Month, Quarter, and Data Base to Date Ranking----YTD ...... …..43 Table 2 ...... …6 Number of Reported Flight Arrivals and Percentage Consumer Complaints Arriving On Time, by Carrier and Airport Explanation ...... …..44 Table 3 ...... …10 Percentage of All Carriers' Reported Flight Operations Complaint Tables 1-5 ……...... ……...45 Arriving On Time, by Airport and Time of Day Summary, Complaint Categories, U.S. Airlines, Incident Date, and Companies Other Than Table 4 ...... …12 U.S. Airlines Percentage of All Carriers' Reported Flight Operations Departing On Time, by Airport and Time of Day Rankings, Table 6 (Month) ………...... 50 Table 5 ...... …14 Complaint Tables 1-4 (YTD) ………………51 List of Regularly Scheduled Flights Summary, Complaint Categories, U.S. Airlines, Arriving Late 80% of the Time or More and Companies Other Than U.S. Airlines Table 6 ...... 28 Rankings, Table 5 (YTD) ………...... 55 Number and Percentage of Regularly Complaint Categories ………...... 56 Scheduled Flights Arriving Late 70% of the Time or More Customer Service Reports to the Table 7 ...... 29 Department of Homeland Security ...... 57 On-Time Arrival and Departure Percentage, by Airport Airline Reports to DOT of Incidents Involving Table 8 ...... 33 the Loss, Injury, or Death of Animals Overall Number and Percentage of Flight During Air Transportation...... 58 Cancellations, by Carrier Table 9 ...... 34 Flight Causation Data, By Airline and Category Table 10 ...... 35 Flight Causation Data, Graphic Representation Footnotes ...... 36 Appendix ...... 37 2

INTRODUCTION

The Air Travel Consumer Report is a monthly product of the Department of Transportation's Office of Aviation Enforcement and Proceedings (OAEP). The report is designed to assist consumers with information on the quality of services provided by the airlines.

The report is divided into six sections (Flight Delays, Mishandled Baggage, Oversales, Consumer Complaints, Customer Service Reports to the Transportation Security Administration, and Airline Reports of the Loss, Injury, or Death of Animals During Air Transportation). The sections that deal with flight delays, mishandled baggage and oversales are based on data collected by the Department’s Bureau of Transportation Statistics. The section that deals with consumer complaints is based on data compiled by the OAEP’s Aviation Consumer Protection Division (ACPD). The section that deals with customer service reports to the Department of Homeland Security’s Transportation Security Administration (TSA) is based on data provided by TSA. The section that deals with animal incidents during air transport is based on reports required to be submitted by airlines to the ACPD. Each section of the report is preceded by a brief explanation of how to read and understand the information provided.

The report normally is released by the end of the first week of each month. The report is available via the Internet at http://airconsumer.ost.dot.gov/

Norman A. Strickman Director, Aviation Consumer Protection Division Office of Aviation Enforcement and Proceedings

3 FLIGHT DELAYS

This section provides information about airline on-time performance, flight Tables 3 and 4 provide information by airport and time of day. Table 5 is a list delays, and cancellations. It is based on data filed by airlines each month with of the most frequently delayed flights, showing the percentage of each flight the Department of Transportation’s Bureau of Transportation Statistics (Office operation that was late that month and the average and median number of of Airline Information), as described in 14 CFR Part 234 of DOT's regulations. minutes the flight was late. The flights with the highest percentage of late It covers nonstop scheduled-service flights between points within the United operations are listed first in Table 5; where percentages are identical, flights are States (including territories) by the eighteen (18) U.S. air carriers that have at listed alphabetically by carrier code. Table 6, like Tables 1, 1A, and 2, presents least one percent of total domestic scheduled-service passenger revenues, and data by carrier, but lists the carriers in rank order from worst to best based on the one (1)* carrier that currently reports flight delay data voluntarily. the number of flights which were late 70% of the time or more. Table 7 lists

The rule requires carriers to currently report on operations to and from the 32 more than 200 cities in alphabetical order with the corresponding on-time arrival and departure percentages. U.S. airports that account for at least one percent of the nation's total domestic scheduled-service passenger enplanements (see Appendix for a complete list of Tables 3, 4, and 5 contain information on the time of day that a flight operated. the reportable airports). However, all reporting airlines have voluntarily All times are local. A 10:50 a.m. departure from Atlanta is 10:50 a.m. Atlanta provided data for their entire domestic systems, and that information is included time; if that flight arrived in Dallas at 11:45 a.m., that is 11:45 a.m. Dallas time. in this report. If a flight's scheduled operating time changed during the month, Table 5 shows the time that was in effect for the last flight operation performed that month. A flight is counted as "on time" if it operated less than 15 minutes after the scheduled time shown in the carriers' Computerized Reservations Systems Table 8 displays the number of operations, number of flight cancellations, and (CRS). All tables in this report except Table 4 are based on gate arrival times; percentage of cancellations by air carrier for the reportable airports and for the Table 4 is based on gate departure times. air carriers’ domestic system.

In fulfilling DOT’s data reporting requirements, the reporting air carriers use Table 9 displays airline flight delay causation data by categories and Table 10 automated and/or manual systems for collecting flight data. Those using an provides an overall graphic representation of that data. automated system rely on the Aircraft Communication Addressing and Except for the flights listed in Table 5, this report provides summary Reporting System (ACARS) or the Docking Guidance System (DGS). Based information - it does not show the on-time record of individual flights. The on- on the latest information available to DOT, of the 20 reporting air carriers, 13 time performance for individual markets and flights can be searched at carriers (AirTran, American Eagle, Continental, Delta, ExpressJet, Frontier, http://www.bts.gov/programs/airline_information/airline_ontime_statistics/ Hawaiian, JetBlue, Northwest, Pinnacle, Southwest, United, and US Airways) Airline Service Quality Performance data from the most recent six months is use ACARS exclusively; 1 carrier (American) uses a combination of ACARS available for free download as a CD product from the BTS Bookstore at and DGS; 1 carrier (Comair) records arrival times manually; and 4 carriers https://www.bts.gov/pdc/index.xml CDs for earlier months can be purchased (Alaska, Atlantic Southeast, Mesa, and SkyWest) use a combination of ACARS by sending an email to: [email protected] Additional summary data for airports and manual reporting systems. and airlines can be found at BTS’ Flight Delays at-a-Glance at: As indicated above, a carrier may voluntarily file data for its entire domestic http://www.transtats.bts.gov/HomeDrillChart.asp system. Tables 2, 3, and 4 are limited to the 32 required or "reportable" Cause of delay data for airports and airlines can be found at: airports; Tables 5, 6 and 7 contain data on flights to/from all airports that were http://www.transtats.bts.gov/OT_Delay/OT_DelayCause1.asp reported. Tables 1 and 8 each have one column for the 32 "reportable" airports Information on the performance of specific flights is displayed on the CRS used and another for all of the airports reported; see footnote C for additional by most airlines and travel agencies. Each of the reporting carriers' flights have explanation. a one-digit code between 0 and 9 representing that flight's percentage of on-time Tables 1 through 4 display percentages of flight operations that were on time, operations for the latest reported month. For example, "8" means that flight while Tables 5 and 6 show service that was late. Tables 1, 1A, and 2 present arrived on time (within 15 minutes) between 80% and 89.9% of the time during data by carrier; airlines are ranked by performance in Table 1 and are listed in the latest reported month. alphabetical order by carrier code in Table 2 (see Appendix for codes). *Pinnacle Airlines currently reports flight delay data voluntarily, as Beginning with the February 1988 report, Table 1A shows carrier rankings by permitted by Part 234. Aloha Airlines, which had reported data month and time-series data on the percentage of flight operations that arrived on voluntarily for January and February 2008, ceased all flight operations on time. March 31. Effective with the May 2008-issued report, Aloha is no longer a ranked airline.

4 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON TIME BY CARRIER *

AT 32 REPORTABLE AIRPORTS B/ AT ALL REPORTABLE AIRPORTS C/

NUMBER OF PERCENT OF NUMBER OF PERCENT OF CARRIER A/ AIRPORTS ARRIVALS AIRPORTS ARRIVALS REPORTED ON TIME D/ REPORTED ON TIME D/ HAWAIIAN AIRLINES S/ 7 76.8 14 92.2 PINNACLE AIRLINES S/V/ 16 78.9 119 80.7 SKYWEST AIRLINES S/ 21 78.5 146 77.9 ALASKA AIRLINES S/ 16 77.0 46 77.8 ATLANTIC SOUTHEAST AIRLINES S/ 19 77.6 128 77.3 US AIRWAYS S/ 30 75.8 79 76.3 SOUTHWEST AIRLINES S/ 19 76.2 64 76.3 AIRTRAN AIRWAYS S/ 25 74.1 57 74.6 FRONTIER AIRLINES S/ 22 75.4 44 74.3 DELTA AIR LINES S/ 31 72.6 98 72.9 EXPRESSJET AIRLINES S/ 28 66.8 124 68.5 NORTHWEST AIRLINES S/ 30 67.4 98 67.6 CONTINENTAL AIRLINES S/ 28 66.4 66 67.4 MESA AIRLINE S/ 21 65.9 119 67.3 AMERICAN EAGLE 18 66.3 116 65.7 JETBLUE AIRWAYS S/ 19 64.8 45 64.9 COMAIR S/ 23 62.9 90 63.4 UNITED AIRLINES S/ 31 59.5 84 59.3 AMERICAN AIRLINES S/ 30 58.2 78 58.8

TOTAL 69.7 70.8

¾ For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, plus other carriers that report voluntarily. The carriers that are ranked in this table are the same carriers that are ranked in the “Mishandled Baggage” and “Consumer Complaints” sections of this report. 5 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 1A. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON TIME AND CARRIER RANK, BY MONTH, QUARTER, AND DATABASE TO DATE

3rd 4th 1st 2nd DATABASE 12 MONTHS QUARTER QUARTER QUARTER QUARTER T0 DATE APR - 08 MAY - 08 JUNE - 08 ENDING SEP 1987- CARRIER 07 – 09 2007 10 - 12 2007 01 – 03 2008 04 - 06 2008 JUNE 2008 JUNE 2008 % Rank % Rank % Rank % Rank % Rank % Rank % Rank % Rank % Rank

AIRTRAN 75.0 10 76.0 6 70.8 10 80.1 6 81.1 7 84.7 3 74.6 8 75.6 7 (--) (--) ALASKA 69.4 19 73.0 13 75.9 3 79.9 7 81.6 5 80.4 9 77.8 4 74.4 9 75.6 8 ALOHA 94.7 1 92.1 2 (--) (--) (--) (--) (--) (--) (--) (--) (--) (--) (--) (--) (--) (--) AMERICAN 70.5 17 70.1 16 63.4 19 63.8 19 65.3 19 67.3 19 58.8 19 67.0 19 78.2 4 AMERICAN EAGLE 70.7 16 69.6 18 64.4 18 72.1 17 74.4 16 76.3 15 65.7 15 69.2 16 73.6 9 ATLANTIC SOUTHEAST 57.0 20 68.0 20 69.4 13 79.3 8 77.0 10 83.8 6 77.3 5 68.3 18 (--) (--) COMAIR 69.6 18 69.7 17 66.7 16 72.4 16 75.3 15 78.4 12 63.4 17 69.6 15 (--) (--) CONTINENTAL 77.3 8 74.9 9 71.0 8 73.1 14 76.5 13 75.4 17 67.4 13 74.1 10 78.3 3 DELTA 72.1 12 79.2 4 75.8 4 77.8 9 76.8 11 84.1 5 72.9 10 76.2 6 77.6 6 EXPRESSJET 77.9 6 73.5 11 69.4 12 73.6 13 76.5 12 76.1 16 68.5 11 73.7 11 (--) (--) FRONTIER 79.9 3 75.5 7 75.0 5 77.5 10 82.1 4 76.5 14 74.3 9 77.0 3 (--) (--) HAWAIIAN 94.0 2 93.0 1 93.9 1 90.6 1 90.5 1 88.9 1 92.2 1 92.9 1 (--) (--) JETBLUE 73.9 11 73.9 10 71.7 7 73.7 12 77.0 9 79.2 10 64.9 16 73.3 12 (--) (--) MESA 77.1 9 72.4 14 69.1 14 72.4 15 73.2 17 76.9 13 67.3 14 72.9 13 (--) (--) NORTHWEST 71.8 13 70.2 15 69.5 11 74.1 11 75.9 14 78.9 11 67.6 12 71.4 14 79.0 2 PINNACLE 77.3 7 73.3 12 68.1 15 82.4 2 80.4 8 85.9 2 80.7 2 75.3 8 (--) (--) SKYWEST 78.0 5 75.0 8 70.9 9 82.1 3 84.0 2 84.5 4 77.9 3 76.5 5 (--) (--) SOUTHWEST 79.5 4 79.7 3 74.8 6 80.2 5 83.3 3 80.9 8 76.3 7 78.6 2 81.9 1 UNITED 71.3 15 68.2 19 66.4 17 68.1 18 72.8 18 72.4 18 59.3 18 68.6 17 75.9 7 US AIRWAYS 71.7 14 76.9 5 78.3 2 80.4 4 81.3 6 83.6 7 76.3 6 76.8 4 78.1 5 Total 74.2 74.2 70.8 75.8 77.7 79.0 70.8 73.7 78.2

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, plus other carriers that report voluntarily (Pinnacle Airlines). ** Aloha Airlines ceased all flight operations on March 31, 2008. The carrier’s ranking in this table ceased effective with this report. 6 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT *

ATL BOS BWI CLT CVG DCA DEN DFW # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON CARRIER* ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME 9E 646 80.0 111 71.2 59 94.9 102 73.5 221 71.9 159 74.8 64 54.7 8 100.0 AA 703 61.6 1122 60.0 269 64.3 176 63.6 H/ 849 59.0 660 54.5 13475 66.9 AS H/ 90 71.1 H/ H/ H/ 90 56.7 199 83.9 90 85.6 B6 H/ 1506 65.1 H/ 178 70.2 H/ H/ 90 51.1 H/ CO 397 64.5 571 59.0 173 71.7 32 50.0 H/ 334 62.3 357 65.8 334 62.3 DL 12416 78.7 1206 69.8 339 73.7 231 72.3 1531 79.8 909 70.8 333 59.2 342 74.3 EV 11049 77.5 H/ 7 57.1 39 43.6 575 85.2 H/ H/ 1 0.0 F9 97 75.3 H/ H/ H/ H/ 90 72.2 4301 78.5 175 80.0 FL 7856 79.3 734 69.1 1472 72.3 245 70.2 H/ 248 73.8 130 60.8 335 70.7 HA H/ H/ H/ H/ H/ H/ H/ H/ MQ 56 55.4 865 57.0 146 58.9 318 59.1 519 64.2 861 63.2 H/ 8056 73.3 NW 282 65.6 382 60.2 264 58.0 227 63.9 H/ 549 65.8 266 55.6 224 57.1 OH 510 55.9 1066 61.6 333 69.1 220 51.4 4629 73.9 453 62.0 4 25.0 85 56.5 OO 437 72.3 H/ 85 74.1 H/ 264 67.8 H/ 4137 80.3 188 79.8 UA 232 59.5 848 56.1 422 57.1 154 63.6 77 51.9 449 50.3 6641 65.6 355 53.5 US 321 81.3 1672 73.4 373 70.5 6372 81.7 H/ 2129 77.9 331 66.8 476 78.2 WN H/ H/ 4890 76.8 H/ H/ H/ 2454 76.6 H/ XE 169 65.1 59 69.5 119 73.1 488 59.4 191 62.3 165 49.1 124 81.5 210 71.4 YV 242 50.4 56 33.9 34 79.4 1851 68.2 H/ H/ 1244 77.2 1 100.0

35413 77.1 10288 64.4 8985 73.2 10633 75.1 8007 74.5 7285 67.6 21335 72.6 24355 69.3 TOTAL

* See Appendix at end of this section for list of airport and carrier codes.

7 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT *

DTW EWR FLL IAD IAH JFK LAS LAX # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON CARRIER* ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME 9E 4443 80.1 H/ 30 80.0 81 70.4 103 83.5 H/ H/ H/ AA 324 57.4 501 47.7 360 72.5 326 58.0 360 60.8 982 46.3 569 53.1 2442 51.4 AS H/ 60 58.3 H/ H/ H/ H/ 326 86.5 665 85.4 B6 H/ 300 49.3 924 70.0 680 69.0 H/ 4439 67.1 354 56.5 H/ CO 176 64.8 4910 57.2 463 74.3 H/ 7529 77.4 108 63.0 528 61.4 718 56.3 DL 142 74.6 320 51.2 682 71.3 248 71.8 89 69.7 1430 62.4 535 60.6 1111 62.3 EV 115 73.0 34 29.4 129 86.0 20 65.0 7 57.1 46 58.7 H/ H/ F9 90 72.2 H/ 30 66.7 H/ 90 77.8 H/ 181 71.3 180 67.2 FL 179 74.3 187 62.0 479 78.1 206 71.4 H/ H/ 264 62.9 314 58.3 HA H/ H/ H/ H/ H/ H/ 60 73.3 70 72.9 MQ 227 54.6 113 58.4 H/ H/ H/ 617 61.6 120 88.3 1407 91.3 NW 7007 73.1 316 38.0 150 68.7 98 55.1 169 60.4 176 58.0 363 58.1 592 52.0 OH 222 59.0 129 47.3 26 88.5 108 67.6 81 67.9 1474 55.8 H/ H/ OO 53 47.2 108 32.4 H/ H/ 248 76.6 H/ 243 81.5 3672 85.2 UA 172 59.3 419 42.7 124 61.3 2170 64.0 153 61.4 474 57.2 945 62.5 2593 59.6 US 253 83.0 314 54.1 622 79.3 87 69.0 142 77.5 180 66.7 2700 72.1 714 71.0 WN 537 70.9 H/ 1346 79.6 326 68.7 H/ H/ 7160 76.6 3668 72.0 XE 172 47.7 4133 47.1 H/ 289 53.3 6952 75.4 H/ 63 92.1 1077 83.5 YV 97 53.6 57 42.1 H/ 1862 50.6 240 51.7 4 100.0 342 78.1 34 70.6

14209 73.7 11901 51.4 5365 75.2 6501 60.8 16163 75.4 9930 61.6 14753 72.1 19257 70.7 TOTAL

* See Appendix at end of this section for list of airport and carrier codes.

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT *

LGA MCO MDW MIA MSP OAK ORD PDX # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON CARRIER* ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME 9E 196 54.1 H/ H/ H/ 1639 81.0 H/ H/ H/ AA 1700 45.1 900 56.7 H/ 3353 62.1 437 58.8 86 47.7 5886 49.3 210 39.5 AS H/ 90 81.1 H/ 30 93.3 H/ 231 88.3 120 57.5 928 79.5 B6 240 49.2 1126 70.6 H/ H/ H/ 420 51.0 210 51.9 30 33.3 CO 383 48.8 604 73.0 H/ 299 69.6 149 67.1 90 64.4 464 45.5 197 62.9 DL 1634 61.7 1013 72.7 H/ 352 76.1 117 65.8 31 74.2 323 55.1 261 53.6 EV 51 51.0 428 82.0 H/ 76 82.9 71 64.8 H/ 1 100.0 H/ F9 89 41.6 59 64.4 175 80.6 H/ 125 77.6 H/ H/ 148 61.5 FL 612 45.8 1708 76.0 439 67.9 117 79.5 179 78.2 H/ H/ H/ HA H/ H/ H/ H/ H/ H/ H/ 60 88.3 MQ 1537 50.2 H/ H/ 323 69.0 H/ H/ 7786 58.0 H/ NW 574 43.9 454 65.9 98 76.5 93 67.7 7352 73.8 H/ 567 48.5 206 71.4 OH 1287 48.8 83 75.9 34 35.3 55 72.7 150 36.7 H/ 183 54.1 H/ OO H/ H/ H/ H/ 222 71.2 227 89.9 4254 57.4 866 90.4 UA 644 41.9 618 60.5 H/ 38 60.5 458 53.5 145 54.5 7923 59.8 584 48.8 US 1117 65.1 811 74.7 H/ 242 73.6 257 82.1 119 84.9 652 56.6 323 66.6 WN H/ 3393 78.8 6553 78.6 H/ H/ 3889 75.7 H/ 1271 73.2 XE 55 21.8 29 69.0 H/ 34 88.2 270 61.1 H/ 112 52.7 81 75.3 YV 37 37.8 H/ H/ H/ H/ 56 87.5 2061 49.2 H/

10156 51.2 11316 73.2 7299 77.7 5012 65.8 11426 72.7 5294 74.0 30542 55.6 5165 70.9 TOTAL

* See Appendix at end of this section for list of airport and carrier codes.

9 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT *

PHL PHX SAN SEA SFO SLC STL TPA # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON # OF % ON CARRIER* ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME ARR. TIME 9E 115 71.3 H/ H/ H/ H/ H/ 67 86.6 H/ AA 462 54.1 472 51.9 506 47.6 492 45.9 1037 40.6 206 47.1 1585 65.0 554 62.6 AS H/ 276 88.0 348 86.5 4344 73.8 408 69.1 H/ H/ H/ B6 H/ 51 49.0 231 50.2 180 69.4 206 49.0 234 75.6 H/ 261 64.4 CO 175 66.3 339 63.4 347 65.7 448 58.0 447 48.5 79 46.8 H/ 414 76.8 DL 331 77.0 315 61.6 395 66.1 519 58.6 418 48.8 2537 75.4 128 74.2 622 76.8 EV 48 60.4 H/ H/ H/ H/ H/ 104 82.7 132 82.6 F9 60 71.7 175 78.9 176 65.3 150 70.7 175 56.6 201 74.1 90 66.7 30 66.7 FL 359 70.8 100 77.0 120 69.2 200 64.0 149 45.6 H/ 150 84.0 580 75.3 HA H/ 30 63.3 60 75.0 60 85.0 30 70.0 H/ H/ H/ MQ H/ H/ 647 88.6 H/ 141 80.9 H/ 86 55.8 H/ NW 382 56.5 269 51.7 209 46.9 546 62.1 412 40.8 108 67.6 314 68.5 248 71.4 OH 310 52.3 H/ H/ H/ H/ H/ 45 40.0 173 32.4 OO 73 61.6 300 85.0 546 87.4 414 90.3 3140 68.3 6406 91.0 107 83.2 H/ UA 458 52.0 426 61.7 704 56.2 831 53.8 3897 57.2 206 58.3 60 58.3 273 58.6 US 3681 76.5 5509 78.3 451 74.1 384 69.3 592 59.1 178 85.4 148 81.8 658 78.1 WN 2073 75.7 5742 78.1 3173 74.3 1469 71.3 1085 59.2 1491 78.5 2265 77.5 2571 79.1 XE 51 82.4 125 85.6 433 77.4 138 66.7 167 72.5 494 82.8 245 69.0 24 75.0 YV 51 43.1 2868 84.2 4 100.0 H/ H/ 62 77.4 61 50.8 H/

8629 71.1 16997 77.2 8350 71.4 10175 68.5 12304 58.4 12202 83.4 5455 72.2 6540 73.9 TOTAL

* See Appendix at end of this section for list of airport and carrier codes.

10 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON TIME D/ BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT *

SCHEDULED ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR FLL IAD IAH JFK LAS LAX LGA MCO ARRIVAL TIME

600 - 659 AM 89.1 83.9 44.2 86.0 69.4 J/ 87.1 80.6 73.3 60.7 J/ 76.0 89.7 62.2 92.2 91.5 58.6 77.4 700 - 759 AM 94.4 71.8 89.9 82.7 90.3 89.6 87.3 82.3 87.7 82.8 92.5 64.8 87.5 79.1 93.6 91.5 85.1 75.0 800 - 859 AM 87.0 79.2 97.1 85.3 85.3 84.8 91.1 81.9 88.2 78.9 91.7 87.8 90.4 78.9 88.8 86.1 73.8 96.3 900 - 959 AM 86.2 82.1 93.6 82.4 83.7 88.4 83.0 75.7 84.7 90.3 92.6 88.5 87.1 89.9 83.9 83.8 75.5 93.5 1000 - 1059 AM 89.0 85.0 92.3 87.8 85.6 80.3 75.5 78.6 79.9 86.0 91.5 74.1 86.7 82.3 76.5 76.8 65.9 88.3 1100 - 1159 AM 87.6 82.2 91.4 85.0 82.9 84.3 81.2 77.8 82.3 82.5 87.6 73.7 87.2 78.5 74.9 74.7 69.2 89.4 1200 - 1259 PM 88.2 79.6 88.6 86.9 84.6 82.2 74.7 73.2 83.3 71.7 83.6 88.8 85.6 80.4 76.9 78.7 68.7 85.2 100 - 159 PM 82.8 78.9 87.7 87.7 56.6 80.5 74.3 72.2 78.0 69.2 87.5 78.3 78.9 75.1 73.4 72.7 62.5 84.3 200 - 259 PM 81.0 70.2 85.1 79.4 81.3 80.2 72.2 74.0 76.3 54.5 75.5 78.1 76.4 69.0 75.7 68.2 55.7 70.5 300 - 359 PM 73.7 68.7 77.6 78.8 76.5 69.9 71.1 69.4 78.3 46.1 78.8 61.6 71.1 62.1 70.9 72.2 51.0 75.1 400 - 459 PM 73.8 63.3 69.4 72.8 67.0 58.6 67.1 66.2 71.6 35.2 76.7 56.8 67.0 61.2 66.8 66.3 42.4 72.4 500 - 559 PM 69.7 58.3 64.1 64.0 47.7 59.9 72.5 64.2 67.5 31.1 71.5 53.8 64.1 60.1 67.4 65.4 39.0 68.5 600 - 659 PM 68.0 53.1 58.9 62.0 69.1 55.4 67.4 62.1 59.1 28.9 66.9 55.4 61.7 48.0 67.3 68.9 30.3 64.6 700 - 759 PM 60.5 49.4 55.8 54.7 55.9 54.3 61.0 59.2 67.1 25.1 66.7 54.6 60.0 41.0 60.8 66.2 33.0 64.1 800 - 859 PM 64.0 39.4 55.1 65.6 55.0 48.6 57.4 58.3 66.0 25.4 68.1 42.8 60.3 38.8 64.9 58.7 31.0 55.9 900 - 959 PM 57.6 47.9 50.7 58.0 42.2 48.2 61.0 52.4 56.2 33.4 55.7 42.3 53.3 40.5 60.6 56.5 30.9 52.0 1000 - 1059 PM 61.2 49.4 49.5 63.6 60.2 45.3 57.8 42.7 42.2 32.2 49.3 48.8 62.7 36.3 67.0 52.8 29.2 58.4 1100 - 559 AM 65.0 54.4 59.4 42.4 49.6 49.8 65.2 58.2 69.3 51.6 59.1 49.0 72.2 55.4 61.4 61.3 41.0 54.1 TOTAL, ALL ARRIVALS, 77.1 64.4 73.2 75.1 74.5 67.6 72.6 69.3 73.7 51.4 75.2 60.8 75.4 61.6 72.1 70.7 51.2 73.2 BY AIRPORT

* See Appendix at end of this section for list of airport codes.

11 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON TIME D/ BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

ARRIVAL AIRPORT *

SCHEDULED MDW MIA MSP OAK ORD PDX PHL PHX SAN SEA SFO SLC STL TPA TOTAL ARRIVAL TIME 600 - 659 AM 95.7 89.6 92.0 J/ 88.8 100.0 82.0 90.4 100.0 90.3 86.7 J/ 93.6 89.5 84.0 700 - 759 AM 92.9 87.8 85.0 99.2 83.6 93.8 85.8 86.7 91.5 96.9 91.9 94.5 81.9 97.5 87.2 800 - 859 AM 89.5 86.5 85.3 93.1 76.3 92.4 86.8 89.9 94.7 85.6 88.3 94.4 89.4 92.9 86.2 900 - 959 AM 89.9 84.7 85.9 91.2 75.0 88.2 81.7 73.4 88.3 83.6 67.9 90.4 86.3 92.8 83.2 1000 - 1059 AM 92.3 79.0 80.1 78.3 72.6 82.5 84.7 82.6 80.2 74.8 57.0 86.5 85.8 89.3 80.8 1100 - 1159 AM 93.1 79.3 83.6 87.9 72.9 79.1 84.4 86.2 74.4 71.0 56.4 84.3 86.4 84.4 79.9 1200 - 1259 PM 88.0 71.2 79.2 72.4 63.9 71.3 87.7 81.4 67.8 71.0 53.4 84.4 78.7 82.0 78.0 100 - 159 PM 82.3 79.2 70.6 75.6 57.2 74.6 85.4 80.6 76.2 65.1 56.9 85.6 83.6 88.0 75.6 200 - 259 PM 82.2 59.8 79.3 69.7 55.2 64.8 79.7 81.2 71.9 72.8 53.0 87.6 74.0 78.2 72.8 300 - 359 PM 77.5 67.0 68.2 84.3 47.0 80.7 78.3 79.6 74.3 67.7 56.9 83.9 76.9 75.4 69.1 400 - 459 PM 77.0 60.9 68.6 70.4 40.4 69.1 68.0 78.2 69.8 69.9 56.1 85.7 59.5 72.9 64.8 500 - 559 PM 70.7 64.1 66.9 67.9 35.0 73.0 59.1 82.6 70.8 68.3 53.1 85.9 71.8 61.7 62.4 600 - 659 PM 67.6 53.5 63.5 69.5 33.6 70.4 54.2 67.6 62.9 63.6 58.9 81.4 61.7 65.4 59.9 700 - 759 PM 63.7 53.4 65.4 66.1 32.8 63.6 59.8 68.5 67.8 68.3 50.5 76.2 65.8 76.4 57.2 800 - 859 PM 65.4 53.4 54.7 68.1 31.3 58.9 47.5 68.2 56.4 57.8 53.5 73.2 56.5 64.9 55.1 900 - 959 PM 59.7 52.2 66.6 62.1 31.0 59.7 59.8 62.3 58.2 56.1 47.8 76.1 45.1 52.5 52.5 1000 - 1059 PM 65.5 37.4 48.1 55.7 45.3 54.9 61.0 60.5 54.3 61.2 44.9 65.2 50.6 56.8 52.6 1100 - 559 AM 74.3 50.0 68.8 45.2 59.7 60.9 57.8 67.1 73.7 63.7 51.9 50.1 64.0 61.9 59.0 TOTAL, ALL ARRIVALS, 77.7 65.8 72.7 74.0 55.6 70.9 71.1 77.2 71.4 68.5 58.4 83.4 72.2 73.9 69.7 BY AIRPORT

* See Appendix at end of this section for list of airport codes. 12 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON TIME E/ BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT *

SCHEDULED ATL BOS BWI CLT CVG DCA DEN DFW DTW EWR FLL IAD IAH JFK LAS LAX LGA MCO DEPARTURE TIME

600 - 659 AM 91.5 92.4 94.7 88.5 88.3 91.7 95.4 91.2 92.7 88.8 97.4 90.2 92.7 92.2 97.0 94.0 92.1 93.7 700 - 759 AM 90.6 91.3 93.0 87.7 90.2 93.4 94.4 83.4 89.5 86.5 95.7 86.5 91.3 88.8 92.3 91.9 87.8 94.1 800 - 859 AM 90.7 86.2 88.0 83.2 87.4 90.7 89.5 81.1 86.8 81.3 91.6 73.6 89.5 83.8 88.0 87.5 83.4 91.8 900 - 959 AM 88.5 83.8 86.2 85.3 88.6 84.6 87.7 76.7 84.9 78.3 93.0 85.7 88.7 87.8 85.6 83.8 77.9 89.6 1000 - 1059 AM 85.4 84.2 85.8 82.2 84.7 89.2 79.7 73.4 80.4 80.5 93.1 81.0 86.2 90.2 77.8 77.5 78.9 93.0 1100 - 1159 AM 85.4 85.6 86.6 83.7 78.6 83.8 78.7 71.4 86.8 81.1 85.4 78.3 80.7 84.0 74.7 77.6 77.0 87.2 1200 - 1259 PM 84.8 82.9 84.2 74.3 83.1 84.6 71.3 68.1 76.1 69.2 79.5 72.7 83.6 81.5 77.9 76.6 80.5 81.4 100 - 159 PM 80.9 75.9 76.3 78.2 82.2 76.6 69.9 65.4 71.8 63.8 76.4 80.6 76.8 80.3 74.7 73.0 71.2 81.1 200 - 259 PM 75.2 69.4 75.4 77.5 66.2 76.4 69.9 64.4 66.9 61.6 71.8 65.1 70.8 73.7 68.7 71.5 67.2 63.4 300 - 359 PM 71.8 67.6 72.2 49.0 70.4 69.1 64.9 61.3 69.7 42.3 74.1 64.5 70.6 70.8 62.1 67.2 62.7 56.6 400 - 459 PM 69.3 60.6 59.5 72.0 64.8 58.7 67.3 59.4 67.4 41.9 71.5 48.2 61.2 61.3 62.7 72.6 51.9 68.2 500 - 559 PM 68.0 60.0 54.9 62.8 70.7 58.4 69.8 56.3 64.2 36.3 67.2 50.8 62.4 62.8 59.1 73.2 48.0 64.7 600 - 659 PM 66.7 48.3 53.5 65.0 42.3 56.2 68.7 57.6 63.8 32.4 56.3 44.3 59.8 60.3 66.6 75.8 46.1 57.2 700 - 759 PM 63.6 52.7 45.8 57.1 61.6 56.8 66.5 55.3 59.1 31.0 61.7 50.2 61.2 51.0 67.6 75.4 36.3 49.7 800 - 859 PM 61.9 48.3 41.3 65.2 59.4 56.8 60.9 53.0 51.0 32.9 57.4 55.1 52.7 51.0 56.1 72.2 41.7 57.2 900 - 959 PM 64.6 43.3 43.4 78.3 67.9 56.9 64.3 51.1 69.0 24.6 J/ 36.5 65.0 44.5 57.2 71.9 42.2 45.3 1000 - 1059 PM 66.7 J/ J/ 70.2 J/ J/ 56.0 46.4 58.7 26.3 J/ 33.8 72.3 56.9 72.4 72.5 36.4 J/ 1100 - 559 AM 67.4 89.8 98.2 J/ J/ 80.0 65.9 74.7 J/ 92.6 100.0 J/ 75.3 70.5 74.2 68.3 86.7 55.9 TOTAL, ALL DEPARTURES, 76.3 74.0 72.8 74.8 74.8 75.4 74.0 66.5 72.8 59.8 79.0 64.0 74.4 71.9 73.6 77.8 66.9 75.0 BY AIRPORT

* See Appendix at end of this section for list of airport codes. 13 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON TIME E/ BY AIRPORT AND TIME OF DAY (REPORTABLE AIRPORTS ONLY)

DEPARTURE AIRPORT*

SCHEDULED MDW MIA MSP OAK ORD PDX PHL PHX SAN SEA SFO SLC STL TPA TOTAL DEPARTURE TIME 600 - 659 AM 96.3 94.9 90.5 96.3 85.2 93.6 90.4 94.1 95.9 94.7 92.4 95.8 95.7 97.4 92.8 700 - 759 AM 93.6 84.1 90.3 96.1 83.1 87.8 89.7 89.2 86.0 90.8 91.8 94.7 93.3 95.5 89.8 800 - 859 AM 88.4 87.7 84.1 93.6 81.4 88.1 85.9 85.1 86.9 87.6 87.6 93.0 88.9 93.0 86.7 900 - 959 AM 82.2 80.0 90.5 88.5 75.8 87.3 85.7 80.1 83.9 83.2 84.6 93.4 87.3 91.2 84.5 1000 - 1059 AM 87.7 86.4 87.2 85.0 72.7 81.8 83.0 80.8 82.2 78.8 67.7 87.5 82.9 86.8 81.4 1100 - 1159 AM 84.0 77.6 74.8 78.9 71.5 81.6 81.8 79.1 77.7 74.1 56.2 88.4 80.2 82.4 79.0 1200 - 1259 PM 79.5 68.2 73.4 83.2 68.1 82.1 88.5 74.7 74.6 70.9 65.5 83.4 76.2 81.2 76.5 100 - 159 PM 71.8 56.2 77.9 72.7 59.8 76.5 84.0 79.3 68.0 63.8 54.5 88.0 72.0 74.1 72.8 200 - 259 PM 70.4 54.9 72.6 74.1 51.0 61.6 78.2 70.6 70.5 68.8 58.2 82.2 71.7 77.2 69.0 300 - 359 PM 69.4 54.4 74.1 67.2 52.2 75.9 74.2 72.3 67.4 71.9 59.4 91.3 69.2 66.6 65.9 400 - 459 PM 63.2 53.5 62.4 75.2 45.2 78.5 72.8 73.7 70.0 71.0 61.4 81.9 54.2 65.8 64.1 500 - 559 PM 62.5 43.4 65.0 72.9 40.3 61.2 59.7 68.7 72.4 74.2 63.3 83.2 59.3 54.1 60.6 600 - 659 PM 56.6 58.9 68.5 61.0 35.1 73.4 59.3 76.0 75.3 71.3 64.7 78.0 63.9 55.0 59.5 700 - 759 PM 50.1 48.4 69.4 69.0 38.0 72.1 44.2 69.5 68.3 69.2 69.3 79.8 56.8 57.3 57.8 800 - 859 PM 49.8 53.6 71.8 64.5 36.8 67.5 63.8 70.0 68.1 70.2 61.1 78.2 49.4 68.9 56.2 900 - 959 PM 52.4 51.3 71.0 54.2 39.8 77.2 51.5 66.4 60.1 75.9 67.5 85.8 58.2 45.3 60.9 1000 - 1059 PM J/ 60.0 70.1 33.3 54.0 85.4 56.0 78.3 83.2 77.8 58.6 96.8 J/ J/ 65.9 1100 - 559 AM 93.3 J/ 95.1 71.6 93.3 74.7 84.1 80.9 J/ 77.9 59.7 81.8 J/ J/ 74.0 TOTAL, ALL DEPARTURES, 72.6 64.8 76.2 78.6 59.0 80.0 75.3 78.0 77.5 77.2 69.0 86.8 74.8 76.0 72.7 BY AIRPORT

* See Appendix at end of this section for list of airport codes. 14 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ AA 1639 JFK-SJU 1900 30 100.00 128 108 OH 5292 MSP-JFK 1612 26 100.00 123 106 OH 5469 JFK-ORD 1645 30 96.67 84 83 OH 5287 JFK-MSP 2005 26 96.15 90 70 XE 3074 CMH-EWR 2008 26 96.15 70 70 AA 2361 ORD-DFW 2150 26 96.15 65 59 OH 5792 ORD-CVG 1915 22 95.45 77 73 OH 5768 PHL-BOS 1845 22 95.45 56 33 CO 1191 BOS-EWR 1525 21 95.24 95 67 XE 2513 AVL-EWR 1715 19 94.74 136 99 XE 2616 EWR-PWM 1644 19 94.74 123 105 XE 2144 EWR-ROC 1700 19 94.74 99 69 OH 5744 ORF-JFK 1836 19 94.74 67 53 XE 2630 EWR-PWM 2100 18 94.44 78 76 XE 2279 PVD-EWR 1853 16 93.75 128 108 XE 3008 ACK-EWR 1900 16 93.75 81 74 AA 1411 EWR-ORD 1900 30 93.33 78 75 AA 1876 MIA-LGA 1934 30 93.33 73 64 XE 3037 MHT-EWR 1630 29 93.10 78 50 XE 2988 CAE-EWR 1835 27 92.59 102 49 XE 3039 EWR-CAE 1555 27 92.59 102 60 XE 2445 EWR-RDU 2130 27 92.59 72 50 B6 309 IAD-SAN 1750 27 92.59 54 39 OH 5638 RIC-JFK 1700 26 92.31 102 90 XE 3142 EWR-CMH 1725 26 92.31 67 61

* See Appendix at end of this section for list of airport codes. 15

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ WN 3857 MDW-SMF 1945 26 92.31 62 46 OH 5041 LGA-TPA 1845 22 90.91 76 59 YV 7192 IAD-BOS 1845 22 90.91 67 29 OH 5083 TPA-LGA 1516 22 90.91 64 49 AA 902 MIA-JFK 1440 30 90.00 123 88 AA 1555 MIA-SJU 2015 30 90.00 118 89 AA 1217 JFK-ORD 1715 30 90.00 95 75 UA 95 EWR-SFO 1820 30 90.00 92 63 OH 5145 BDL-TPA 1442 20 90.00 84 55 AA 685 MIA-IAH 1540 30 90.00 83 50 AA 408 ORD-PHL 2040 30 90.00 79 73 CO 1611 EWR-IAH 2015 30 90.00 69 66 FL 344 MKE-SFO 1935 20 90.00 69 50 AA 2211 DFW-PDX 2135 30 90.00 62 51 NW 331 DTW-LAX 1940 30 90.00 62 56 AA 863 PHL-DFW 1830 30 90.00 58 46 XE 2753 EWR-LIT 1930 29 89.66 103 69 XE 2558 EWR-OMA 2100 29 89.66 72 57 XE 2412 PVD-EWR 1640 19 89.47 129 117 XE 2587 EWR-AVL 2055 19 89.47 101 81 XE 3048 CLT-EWR 1851 19 89.47 91 84 XE 2287 EWR-MEM 1600 19 89.47 85 49 XE 2541 PWM-EWR 1850 19 89.47 79 73 XE 2505 RIC-EWR 1715 19 89.47 78 38 XE 3086 EWR-ACK 1700 19 89.47 73 69

* See Appendix at end of this section for list of airport codes.

16 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ CO 1197 BOS-EWR 1730 28 89.29 88 51 US 1178 CLT-EWR 1815 28 89.29 77 52 CO 1187 EWR-ORD 1829 27 88.89 85 77 XE 1299 EWR-ATL 2115 27 88.89 61 30 XE 1255 EWR-OMA 1620 26 88.46 104 90 OH 5257 EWR-CVG 1750 26 88.46 99 90 OO 2880 MKE-EWR 1650 26 88.46 96 83 YV 7189 CLT-IAD 1930 26 88.46 93 70 XE 2944 MEM-EWR 1810 26 88.46 89 73 OO 2879 EWR-MKE 2050 26 88.46 88 68 XE 2741 CVG-EWR 1815 26 88.46 87 49 YV 7189 IAD-CLT 1722 26 88.46 86 53 XE 2609 EWR-MKE 1915 26 88.46 85 56 YV 7111 BHM-ORD 1859 26 88.46 84 74 UA 1261 ORD-EGE 1737 26 88.46 82 73 AA 2380 DFW-ORD 2205 26 88.46 77 71 AA 1763 ORD-SNA 1640 26 88.46 77 69 MQ 4900 CLT-LGA 1800 26 88.46 77 65 NW 650 DTW-EWR 1911 26 88.46 76 51 CO 552 CMH-EWR 1717 26 88.46 71 46 EV 4826 LGA-CAE 2130 26 88.46 67 52 NW 649 EWR-DTW 1945 26 88.46 67 64 AA 1835 ORD-SFO 1720 26 88.46 64 56 UA 818 ORD-EWR 2050 26 88.46 56 43 MQ 4891 LGA-CLE 2025 26 88.46 54 38

* See Appendix at end of this section for list of carrier codes. 17 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ OH 5678 LGA-JAX 2030 26 88.46 54 42 MQ 4861 DTW-LGA 1910 26 88.46 39 30 NW 269 MEM-SFO 846 26 88.46 35 28 OH 5521 BOS-JFK 1730 25 88.00 61 64 XE 2074 GSP-EWR 1545 16 87.50 134 139 XE 2685 MKE-EWR 1600 16 87.50 132 153 CO 1574 CLT-EWR 1715 16 87.50 118 103 XE 2933 MSN-EWR 1805 16 87.50 114 117 XE 2769 RDU-EWR 1950 16 87.50 96 67 CO 1195 BOS-EWR 1629 24 87.50 94 69 DL 1463 LGA-FLL 1859 16 87.50 61 47 DL 1498 PBI-LGA 1820 16 87.50 56 51 XE 2355 EWR-MSY 1305 16 87.50 44 33 EV 4330 VPS-ATL 1658 23 86.96 73 49 XE 1207 IAD-EWR 1425 30 86.67 144 103 B6 527 EWR-MCO 1815 30 86.67 109 72 UA 1143 EWR-DEN 1731 30 86.67 89 70 AA 2379 DCA-ORD 1735 30 86.67 87 69 AA 1299 MIA-SJU 1635 30 86.67 87 69 XE 2763 BGR-EWR 1345 30 86.67 84 53 UA 836 ORD-LGA 1805 30 86.67 83 81 AA 1530 MIA-LGA 1528 30 86.67 79 47 AA 177 JFK-SFO 1725 30 86.67 78 58 AA 127 JFK-SAN 1525 30 86.67 77 41 AA 607 ORD-LAX 2000 30 86.67 76 64

* See Appendix at end of this section for list of carrier codes. 18

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ AA 1472 SFO-ORD 1325 30 86.67 76 76 AA 1773 ORD-ABQ 1915 30 86.67 74 63 AA 1148 MIA-JFK 1925 30 86.67 72 41 XE 2268 EWR-BUF 2115 30 86.67 71 55 UA 378 ORD-BDL 2111 30 86.67 66 54 MQ 4757 JFK-DCA 1845 30 86.67 65 43 AA 197 BOS-SFO 1840 30 86.67 65 46 AA 350 ORD-LGA 1805 30 86.67 64 73 FL 401 ATL-LGA 1608 30 86.67 63 37 AA 1832 MCO-LGA 1955 30 86.67 57 50 F9 513 LGA-DEN 2149 30 86.67 55 50 NW 327 DTW-LAX 1220 30 86.67 33 28 OH 5256 TPA-BOS 1830 22 86.36 62 64 OH 5619 DCA-JAN 2055 22 86.36 62 25 OH 5710 LGA-TYS 2100 22 86.36 47 36 NW 1763 DTW-ORD 2108 22 86.36 46 36 CO 1199 BOS-EWR 1835 21 85.71 63 66 CO 1139 EWR-DFW 1805 27 85.19 80 65 XE 1256 OMA-EWR 1856 26 84.62 110 79 OO 2875 EWR-MKE 1729 26 84.62 96 85 XE 2737 GSP-EWR 1717 26 84.62 95 72 XE 2424 CVG-EWR 1530 26 84.62 91 66 YV 7225 IAD-ORF 1813 26 84.62 84 43 XE 2109 CLT-EWR 1955 26 84.62 81 45 MQ 4745 RDU-LGA 1930 26 84.62 80 67

* See Appendix at end of this section for list of carrier codes. 19

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ AA 353 LGA-ORD 1825 26 84.62 77 75 UA 850 ORD-LGA 1900 26 84.62 74 69 YV 7119 PIT-DEN 1840 26 84.62 73 52 AA 744 DFW-LGA 1710 26 84.62 72 74 AA 742 DFW-LGA 1635 26 84.62 70 60 NW 341 DTW-SFO 1542 26 84.62 64 57 AA 1551 LGA-BNA 1955 26 84.62 62 50 DL 147 EWR-ATL 1810 26 84.62 62 42 XE 2774 DAY-EWR 1735 26 84.62 62 66 OH 5594 LGA-CLT 1710 26 84.62 60 52 OH 5787 JFK-PIT 2129 26 84.62 60 55 OH 5291 JFK-MSP 1355 26 84.62 56 38 OH 5584 JAX-LGA 1925 26 84.62 53 36 NW 340 DTW-LGA 1701 26 84.62 52 41 OH 5204 MSP-JFK 825 26 84.62 45 21 WN 1909 MDW-OAK 2055 26 84.62 42 29 AA 750 DFW-LGA 1810 26 84.62 39 42 XE 2542 MHT-EWR 1316 19 84.21 112 85 XE 2212 EWR-PVD 1700 19 84.21 104 34 XE 2381 EWR-PVD 1500 19 84.21 80 47 CO 85 EWR-ATL 1915 19 84.21 69 57 CO 1697 EWR-ABQ 2045 25 84.00 108 101 UA 691 LGA-ORD 1804 25 84.00 68 40 AA 1693 ORD-LAX 2050 30 83.33 143 89 UA 688 ORD-LGA 1555 30 83.33 97 109

* See Appendix at end of this section for list of carrier codes. 20

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ AA 181 JFK-LAX 1655 30 83.33 93 65 AA 1886 MIA-MCO 1325 30 83.33 88 69 AA 1709 LGA-MIA 2015 30 83.33 86 69 B6 524 MCO-EWR 1435 30 83.33 83 66 AA 1692 SJU-JFK 1650 30 83.33 83 52 AA 1733 ORD-PHX 1950 30 83.33 82 73 CO 1198 EWR-BOS 2100 30 83.33 80 76 AA 1761 LGA-MIA 1912 30 83.33 80 50 FL 327 LGA-MKE 1717 30 83.33 77 52 AA 1005 BOS-ORD 1755 30 83.33 77 66 AA 510 IAH-ORD 1530 30 83.33 77 59 AA 2349 ORD-DFW 1855 30 83.33 77 70 AA 1450 ORD-EWR 1440 30 83.33 75 59 AA 1869 ORD-STL 2045 30 83.33 75 76 MQ 3980 SDF-ORD 1435 30 83.33 74 36 UA 447 PHL-SFO 1815 30 83.33 74 54 UA 654 ORD-EWR 1546 30 83.33 74 65 CO 1150 ATL-EWR 1530 30 83.33 73 48 AA 629 ORD-SJC 2040 30 83.33 73 44 FL 514 MKE-LGA 1754 30 83.33 72 43 UA 565 ORD-SLC 2015 30 83.33 71 67 UA 647 EWR-ORD 2005 30 83.33 71 57 YV 7139 IAD-SYR 2205 18 83.33 70 46 OO 6449 ORD-SLC 1745 30 83.33 70 42 MQ 4271 ORD-FWA 2045 30 83.33 67 54

* See Appendix at end of this section for list of carrier codes. 21 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ AA 457 MIA-ORD 1450 30 83.33 64 45 UA 655 EWR-ORD 1851 30 83.33 64 56 AA 119 EWR-LAX 1835 30 83.33 63 35 AA 336 MSY-ORD 1640 30 83.33 63 52 UA 515 ORD-SMF 2020 30 83.33 61 56 UA 463 ORD-MSP 2235 30 83.33 60 54 UA 327 BWI-ORD 1923 30 83.33 59 50 AA 1561 ORD-SFO 1835 30 83.33 59 41 AA 867 STL-ORD 1905 30 83.33 55 46 UA 248 ORD-DTW 1855 30 83.33 55 43 AA 2033 DFW-SEA 1935 30 83.33 53 34 AA 2376 DFW-ORD 2100 30 83.33 53 43 OH 5166 LGA-CVG 2030 30 83.33 50 38 AA 1863 ORD-SFO 2000 30 83.33 45 39 AA 2445 DFW-LAX 1350 30 83.33 40 27 UA 91 EWR-SFO 753 30 83.33 27 23 UA 139 ORD-SFO 958 30 83.33 25 22 XE 2874 CHS-EWR 1755 29 82.76 84 64 XE 1291 EWR-DCA 2135 29 82.76 74 64 XE 2936 EWR-CHS 2010 29 82.76 62 66 CO 529 DEN-EWR 1750 29 82.76 59 58 YV 7141 SYR-IAD 1943 17 82.35 92 80 OO 6128 ORF-ORD 1745 22 81.82 84 58 OO 1976 ATL-CVG 1850 22 81.82 80 45 YV 7052 MBS-ORD 1851 22 81.82 78 74

* See Appendix at end of this section for list of carrier codes. 22

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ YV 7155 SPI-ORD 1825 22 81.82 77 85 EV 4873 EWR-ATL 1920 22 81.82 76 46 YV 7052 ORD-MBS 1615 22 81.82 61 41 OH 5215 BOS-TPA 1440 22 81.82 49 40 OH 5448 GSO-LGA 1650 22 81.82 49 23 XE 2368 MSY-EWR 1545 16 81.25 107 70 CO 1142 EWR-DFW 2000 16 81.25 90 66 XE 3073 GRR-EWR 1835 16 81.25 90 80 XE 2870 TYS-EWR 1940 16 81.25 82 69 XE 3041 EWR-LEX 2115 16 81.25 81 80 XE 2501 SYR-EWR 1710 16 81.25 80 89 XE 2287 MEM-IAH 1824 16 81.25 67 37 XE 2808 EWR-BGR 2105 16 81.25 63 58 CO 1710 EWR-PVD 2159 16 81.25 51 40 MQ 4437 HPN-ORD 1825 21 80.95 38 33 CO 1174 ORD-EWR 1810 26 80.77 95 100 CO 746 IAH-ORD 1435 26 80.77 95 90 XE 2298 IND-EWR 2016 26 80.77 94 51 CO 334 RDU-EWR 1722 26 80.77 83 64 YV 7169 IAD-CAE 2158 26 80.77 77 64 CO 445 EWR-RDU 1845 26 80.77 75 36 YV 7336 IAD-MHT 2205 26 80.77 75 55 OH 5438 TPA-LGA 1815 26 80.77 73 71 YV 7130 CAE-ORD 1749 26 80.77 72 42 AA 1369 EWR-ORD 1555 26 80.77 71 53

* See Appendix at end of this section for list of carrier codes. 23

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ WN 1050 DEN-SLC 2150 26 80.77 71 45 AA 2075 EWR-DFW 1955 26 80.77 70 75 US 688 EWR-PHX 1823 26 80.77 69 38 WN 559 BNA-MCI 2115 26 80.77 67 54 YV 7224 DEN-MLI 2040 26 80.77 67 52 AA 1358 ORD-BOS 2040 26 80.77 67 58 B6 649 JFK-SFO 2030 26 80.77 65 50 EV 4793 CAE-LGA 1850 26 80.77 65 50 AA 362 ORD-LGA 1420 26 80.77 64 35 WN 2279 PHX-OAK 2105 26 80.77 64 38 DL 31 JFK-BOS 1630 26 80.77 62 49 WN 3231 MDW-SAN 1955 26 80.77 61 29 DL 844 ATL-EWR 1725 26 80.77 61 46 YV 7249 IAD-PIT 1700 26 80.77 60 35 XE 2533 DTW-EWR 1300 26 80.77 59 40 MQ 4380 BTR-ORD 1400 26 80.77 58 39 WN 2423 ABQ-TUS 1835 26 80.77 56 41 WN 1226 LAS-LAX 2115 26 80.77 55 42 XE 2877 EWR-MSP 1945 26 80.77 53 30 OH 5259 PHL-CVG 1745 26 80.77 52 40 OH 5649 LGA-RDU 1945 26 80.77 52 42 EV 4378 VPS-ATL 1810 26 80.77 50 30 XE 2607 CLE-LGA 1700 26 80.77 49 26 OH 5774 LGA-SAV 1930 26 80.77 49 39 XE 2675 EWR-GSP 2030 26 80.77 47 38

* See Appendix at end of this section for list of carrier codes. 24

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ NW 378 DTW-BOS 1923 26 80.77 46 23 AA 2361 DCA-ORD 2005 26 80.77 45 46 MQ 4793 LGA-DCA 2010 26 80.77 45 37 WN 1491 LAS-SMF 2155 26 80.77 44 22 AA 554 SFO-ORD 1620 26 80.77 44 32 OH 5767 JFK-PHL 1725 26 80.77 43 43 WN 2541 BNA-LAX 1835 26 80.77 42 36 MQ 4179 PVD-ORD 1855 26 80.77 40 33 WN 2541 LAX-SMF 2120 26 80.77 40 29 OH 5685 BOS-DCA 1845 26 80.77 40 25 MQ 4792 DCA-LGA 1745 26 80.77 37 28 AA 613 JFK-MIA 1845 30 80.00 139 73 UA 563 PHL-ORD 1735 30 80.00 104 79 UA 646 ORD-EWR 1310 30 80.00 94 57 XE 3053 DTW-EWR 1435 30 80.00 93 73 XE 2747 EWR-BNA 2010 30 80.00 92 98 AA 1999 EWR-MIA 1705 30 80.00 91 69 OO 2874 MKE-EWR 1330 30 80.00 85 87 AA 1918 ORD-EWR 1945 30 80.00 83 67 AA 363 LGA-ORD 1925 30 80.00 82 66 FL 474 ATL-EWR 1636 30 80.00 81 47 UA 651 EWR-ORD 1719 30 80.00 81 73 AA 345 ORD-SAT 2025 30 80.00 80 69 UA 689 LGA-ORD 1705 30 80.00 79 46 MQ 4807 CVG-LGA 1605 30 80.00 77 30

* See Appendix at end of this section for list of carrier codes. 25

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ AA 1693 MIA-ORD 1725 30 80.00 76 78 XE 2236 MSP-EWR 1405 30 80.00 76 64 UA 505 DEN-OAK 2122 25 80.00 75 43 B6 916 ORD-JFK 1605 30 80.00 75 58 AA 2355 ORD-DFW 2005 30 80.00 75 66 UA 371 ORD-PDX 1759 30 80.00 74 52 UA 167 BOS-LAX 1819 30 80.00 74 48 AA 1555 JFK-MIA 1555 30 80.00 74 76 AA 510 ORD-DTW 1850 30 80.00 73 62 DL 639 JFK-PHX 2045 25 80.00 73 63 CO 816 EWR-MSY 2045 30 80.00 72 41 AA 1579 FLL-ORD 1655 30 80.00 72 55 AA 341 ORD-MSP 1855 30 80.00 71 54 AA 2464 ORD-JFK 1655 30 80.00 71 53 XE 3125 EWR-SAV 2100 30 80.00 69 52 CO 1190 EWR-BOS 1800 30 80.00 69 53 MQ 4494 BNA-ORD 1615 30 80.00 65 51 B6 36 JFK-ROC 2100 30 80.00 65 31 UA 1219 PHL-ORD 1845 30 80.00 65 48 UA 307 BWI-LAX 1905 30 80.00 65 44 UA 651 ORD-SAN 2021 30 80.00 65 51 B6 95 JFK-OAK 1805 30 80.00 64 38 FL 213 LGA-CAK 1859 30 80.00 64 40 XE 2840 EWR-MHT 2150 30 80.00 64 65 CO 1567 CLE-EWR 1455 30 80.00 64 37

* See Appendix at end of this section for list of carrier codes. 26

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

ORGIN- SCHEDULED NUMBER OF PERCENTAGE OF FLIGHT FLIGHT NUMBER OF MIN LATE CARRIER * DESTIN. DEPARTURE OPERATIONS OPERATIONS ARRIVING NUMBER AVERAGE MEDIAN AIRPORTS TIME REPORTED 15 MINUTES LATE OR MORE D/ AA 608 AUS-ORD 1530 30 80.00 63 52 AA 2366 DFW-ORD 1740 30 80.00 63 57 AA 352 ORD-LGA 1735 30 80.00 63 61 US 741 PHL-ORD 1800 30 80.00 63 65 FL 328 BWI-BOS 1830 20 80.00 62 38 UA 303 IAD-DEN 1930 25 80.00 60 36 AA 882 MIA-LGA 1755 30 80.00 60 53 YV 7228 AUS-IAD 1629 30 80.00 60 31 NW 261 DTW-PHX 1939 30 80.00 60 33 AA 1283 MIA-ORD 1935 30 80.00 59 46 B6 383 LGA-FLL 2145 30 80.00 59 37 UA 29 JFK-LAX 1859 30 80.00 59 47 CO 702 EWR-LAX 1645 30 80.00 57 33 CO 76 MCO-EWR 1559 30 80.00 57 31 AA 2364 DFW-ORD 1640 30 80.00 57 50 AA 2352 DFW-ORD 1355 30 80.00 56 52 AA 1131 MCO-ORD 1550 30 80.00 55 50 AA 476 DFW-JFK 1710 30 80.00 53 33 MQ 4823 BOS-LGA 1645 30 80.00 52 30 B6 217 JFK-LGB 1815 30 80.00 52 33 FL 357 LGA-ATL 1929 30 80.00 51 29 NW 207 DTW-SEA 1925 30 80.00 51 29 UA 628 ORD-DCA 2100 30 80.00 51 39 AA 558 DFW-EWR 1150 30 80.00 49 48 AA 1236 MIA-MCO 2105 30 80.00 48 28

* See Appendix at end of this section for list of carrier codes. 27

JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 80% OF THE TIME OR MORE

MQ 4723 JFK-RDU 1555 30 80.00 47 30 MQ 4619 BOS-JFK 1800 30 80.00 46 38 DL 151 JFK-SFO 1700 30 80.00 45 27 AA 1608 SFO-ORD 2320 30 80.00 45 43 AA 1438 TUS-ORD 1200 30 80.00 43 30 AA 404 MIA-MCO 700 30 80.00 42 30 OH 5109 CLE-JFK 1504 30 80.00 39 35 OH 5202 AUS-JFK 1105 30 80.00 39 32 B6 411 BOS-SAN 1725 30 80.00 36 32 UA 137 ORD-SFO 759 30 80.00 34 31

* See Appendix at end of this section for list of carrier codes.

28 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 70% OF THE TIME OR MORE

NUMBER OF REGULARLY SCHEDULED FLIGHTS REGULARLY SCHEDULED FLIGHTS LATE 70% OF THE TIME OR MORE D/ CARRIER FOR WHICH NUMBER PERCENTAGE CARRIER REPORTED DATA AMERICAN 1,721 220 12.8

COMAIR 624 65 10.4

EXPRESSJET 1,209 118 9.8

JETBLUE 560 50 8.9

CONTINENTAL 927 79 8.5

MESA 754 62 8.2

UNITED 1,351 108 8.0

AMERICAN EAGLE 1,510 69 4.6

NORTHWEST 1,087 45 4.1

AIRTRAN 781 23 2.9

DELTA 1,328 29 2.2

SKYWEST 1,714 32 1.9

FRONTIER 287 4 1.4

SOUTHWEST 3,465 38 1.1

US AIRWAYS 1,335 14 1.0

ATLANTIC SOUTHEAST 847 8 0.9

ALASKA 457 1 0.2

PINNACLE 723 0 0.0

HAWAIIAN 176 0 0.0

TOTAL 20,856 965 4.6

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. 29 JUNE 2008

AIR TRAVEL CONSUMER REPORT TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT

PERCENT REPORTED PERCENT REPORTED CITY (AIRPORT) ON-TIME OPERATIONS CITY (AIRPORT) ON-TIME OPERATIONS ARR. DEP. ARR. DEP. ARR. DEP. ARR. DEP. ABILENE TX (ABI) 71.6 87.4 232 231 CEDAR CITY UT (CDC) 92.9 94.5 56 55 ADAK ISLAND AK (ADK) 77.8 66.7 9 9 CEDAR RAPIDS/IOWA CITY IA (CID) 63.5 67.5 773 775 AGUADILLA PR (BQN) 63.3 78.7 150 150 CHAMPAIGN/URBANA IL (CMI) 52.1 72.4 257 257 AKRON/CANTON OH (CAK) 74.8 81.5 745 745 CHARLESTON SC (CHS) 70.2 76.5 1,196 1,199 ALBANY GA (ABY) 77.4 82.1 84 84 CHARLESTON/DUNBAR WV (CRW) 68.2 75.5 274 274 ALBANY NY (ALB) 68.8 76.2 1,135 1,136 CHARLOTTE AMALIE VI (STT) 74.9 79.8 243 243 ALBUQUERQUE NM (ABQ) 73.9 76.9 3,719 3,721 CHARLOTTE NC (CLT) 75.1 74.8 10,633 10,642 ALEXANDRIA LA (AEX) 72.1 80.3 204 203 CHARLOTTESVILLE VA (CHO) 63.6 79.1 66 67 ALLENTOWN/BETHLEHEM/EASTON PA (ABE) 66.2 75.5 390 392 CHATTANOOGA TN (CHA) 71.5 81.8 393 390 AMARILLO TX (AMA) 69.6 77.2 632 631 CHICAGO IL (MDW) 77.7 72.6 7,299 7,300 ANCHORAGE AK (ANC) 73.9 82.7 2,151 2,146 CHICAGO IL (ORD) 55.6 59.0 30,542 30,519 APPLETON WI (ATW) 68.7 74.5 547 548 CHICO CA (CIC) 55.0 65.0 120 120 ASHEVILLE NC (AVL) 67.7 74.2 461 461 CHRISTIANSTED VI (STX) 60.5 57.9 38 38 ASPEN CO (ASE) 75.3 78.1 430 429 CLEVELAND OH (CLE) 71.3 76.6 6,072 6,075 ATLANTA GA (ATL) 77.1 76.3 35,413 35,413 CODY WY (COD) 87.9 93.1 116 116 AUGUSTA GA (AGS) 78.8 79.3 198 198 COLLEGE STATION/BRYAN TX (CLL) 76.7 83.6 116 116 AUSTIN TX (AUS) 73.7 80.5 4,545 4,545 COLORADO SPRINGS CO (COS) 72.1 80.3 1,498 1,499 BAKERSFIELD CA (BFL) 80.2 86.2 454 455 COLUMBIA SC (CAE) 61.7 71.7 843 842 BALTIMORE MD (BWI) 73.2 72.8 8,985 8,989 COLUMBUS GA (CSG) 67.8 82.6 115 115 BANGOR ME (BGR) 69.3 73.9 296 295 COLUMBUS MS (GTR) 79.0 85.2 81 81 BARROW AK (BRW) 75.0 63.3 60 60 COLUMBUS OH (CMH) 68.0 75.4 2,907 2,906 BATON ROUGE LA (BTR) 72.5 76.9 764 765 CORDOVA AK (CDV) 70.0 80.0 60 60 BEAUMONT/PORT ARTHUR TX (BPT) 60.0 96.7 30 30 CORPUS CHRISTI TX (CRP) 73.1 80.6 443 443 BEMIDJI MN (BJI) 92.3 92.3 26 26 COVINGTON KY (CVG) 74.5 74.8 8,007 7,990 BEND/REDMOND OR (RDM) 88.3 86.3 300 300 CRESCENT CITY CA (CEC) 61.1 53.3 90 90 BETHEL AK (BET) 84.7 83.5 85 85 DALLAS TX (DAL) 74.2 71.3 4,686 4,687 BILLINGS MT (BIL) 81.5 89.6 460 460 DALLAS/FT.WORTH TX (DFW) 69.3 66.5 24,355 24,341 BINGHAMTON/ENDCT/JHNSN CTY NY (BGM) 83.3 81.7 60 60 DAYTON OH (DAY) 72.4 81.7 1,364 1,366 BIRMINGHAM AL (BHM) 72.5 75.9 1,977 1,978 DAYTONA BEACH FL (DAB) 74.5 78.0 231 232 BISMARCK/MANDAN ND (BIS) 72.7 82.7 220 220 DEADHORSE AK (SCC) 83.3 81.7 60 60 BLOOMINGTON IL (BMI) 65.4 77.7 405 404 DENVER CO (DEN) 72.6 74.0 21,335 21,361 BOISE ID (BOI) 75.6 83.1 1,548 1,543 DES MOINES IA (DSM) 65.4 71.7 1,450 1,447 BOSTON MA (BOS) 64.4 74.0 10,288 10,280 DETROIT MI (DTW) 73.7 72.8 14,209 14,225 BOZEMAN MT (BZN) 80.2 88.2 425 425 DILLINGHAM AK (DLG) 80.8 57.7 26 26 BRISTOL/KNGSPRT/JHNSN CTY TN (TRI) 76.8 87.7 155 155 DOTHAN AL (DHN) 73.7 78.8 118 118 BROWNSVILLE TX (BRO) 75.6 82.8 127 128 DUBUQUE IA (DBQ) 58.6 72.4 116 116 BRUNSWICK GA (BQK) 74.7 86.1 79 79 DULUTH MN (DLH) 78.1 85.2 183 183 BUFFALO NY (BUF) 69.4 78.8 2,350 2,347 DURANGO CO (DRO) 87.3 88.6 353 352 BURBANK CA (BUR) 77.7 83.8 2,686 2,686 EAGLE CO (EGE) 65.5 83.4 165 163 BURLINGTON VT (BTV) 68.7 77.9 601 601 EL CENTRO CA (IPL) 93.2 96.1 103 103 BUTTE MT (BTM) 91.5 91.7 59 60 EL PASO TX (ELP) 74.3 83.6 1,750 1,752 CARLSBAD CA (CLD) 91.3 91.3 196 196 ELKO NV (EKO) 96.0 95.2 124 124 CASPER WY (CPR) 85.5 90.3 227 226 ELMIRA/CORNING NY (ELM) 81.1 86.5 111 111

30 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT

PERCENT REPORTED PERCENT REPORTED CITY (AIRPORT) ON-TIME OPERATIONS CITY (AIRPORT) ON-TIME OPERATIONS ARR. DEP. ARR. DEP. ARR. DEP. ARR. DEP. ERIE PA (ERI) 77.5 89.3 120 121 INYOKERN CA (IYK) 92.5 89.0 80 82 EUGENE OR (EUG) 75.7 87.5 514 514 ISLIP NY (ISP) 73.3 82.1 832 832 EUREKA/ARCATA CA (ACV) 64.3 69.3 336 336 JACKSON WY (JAC) 68.1 81.0 458 458 EVANSVILLE IN (EVV) 73.1 77.7 505 507 JACKSON/VICKSBURG MS (JAN) 71.9 79.6 1,064 1,062 FAIRBANKS AK (FAI) 75.0 84.1 509 508 JACKSONVILLE FL (JAX) 69.5 74.6 2,809 2,803 FARGO ND (FAR) 73.2 79.1 370 369 JACKSONVILLE/CAMP LEJEUNE NC (OAJ) 79.8 83.3 84 84 FAYETTEVILLE AR (XNA) 64.7 73.3 1,198 1,195 JUNEAU AK (JNU) 76.7 80.3 480 478 FAYETTEVILLE NC (FAY) 74.0 82.1 173 173 KAHULUI HI (OGG) 86.4 90.5 1,715 1,716 FLAGSTAFF AZ (FLG) 81.5 82.7 168 168 KALAMAZOO MI (AZO) 63.4 70.9 402 402 FLINT MI (FNT) 70.6 83.7 761 759 KALISPELL MT (FCA) 82.0 86.3 294 293 FLORENCE SC (FLO) 83.7 91.8 49 49 KANSAS CITY MO (MCI) 70.5 76.8 5,245 5,252 FORT LAUDERDALE FL (FLL) 75.2 79.0 5,365 5,365 KETCHIKAN AK (KTN) 78.6 80.3 234 234 FORT SMITH AR (FSM) 72.5 82.0 233 233 KEY WEST FL (EYW) 70.5 76.1 88 88 FORT WAYNE IN (FWA) 65.5 75.3 521 522 KILLEEN TX (GRK) 68.7 74.1 470 468 FRESNO CA (FAT) 79.7 84.4 1,293 1,292 KING SALMON AK (AKN) 65.4 57.7 26 26 FT. MYERS FL (RSW) 76.9 80.8 1,747 1,750 KNOXVILLE TN (TYS) 68.1 75.0 1,287 1,286 GAINESVILLE FL (GNV) 86.5 90.5 170 169 KODIAK AK (ADQ) 85.0 78.3 60 60 GILLETTE WY (GCC) 76.7 80.0 90 90 KONA HI (KOA) 85.1 90.2 1,038 1,038 GRAND FORKS ND (GFK) 67.5 80.7 120 119 KOTZEBUE AK (OTZ) 74.4 74.4 90 90 GRAND JUNCTION CO (GJT) 83.6 83.6 439 440 LA CROSSE WI (LSE) 60.3 74.2 194 194 GRAND RAPIDS MI (GRR) 67.3 77.2 1,443 1,442 LAFAYETTE LA (LFT) 68.3 77.9 401 402 GREAT FALLS MT (GTF) 85.4 91.3 185 184 LAKE CHARLES LA (LCH) 62.8 81.4 86 86 GREEN BAY/CLINTONVILLE WI (GRB) 60.3 70.1 741 742 LANSING MI (LAN) 66.5 73.9 316 318 GREENSBORO/HIGH POINT NC (GSO) 71.2 80.3 1,149 1,150 LAREDO TX (LRD) 70.8 80.8 171 172 GREENVILLE/SPARTANBURG SC (GSP) 68.8 78.4 1,099 1,100 LAS VEGAS NV (LAS) 72.1 73.6 14,753 14,753 GULFPORT/BILOXI MS (GPT) 80.2 83.7 738 738 LAWTON/FORT SILL OK (LAW) 80.1 85.1 261 262 GUNNISON CO (GUC) 81.4 87.2 86 86 LEWISBURG WV (LWB) 73.3 73.3 30 30 GUSTAVUS AK (GST) 78.3 78.3 23 23 LEWISTON ID (LWS) 98.2 94.5 55 55 HANCOCK/HOUGHTON MI (CMX) 100.0 100.0 4 5 LEXINGTON KY (LEX) 66.8 77.0 951 955 HARLINGEN/SAN BENITO TX (HRL) 75.3 75.3 368 368 LIHUE HI (LIH) 89.5 92.2 1,210 1,211 HARRISBURG PA (MDT) 65.9 79.7 646 645 LINCOLN NE (LNK) 68.0 70.4 278 277 HARTFORD CT (BDL) 66.6 78.8 2,529 2,529 LITTLE ROCK AR (LIT) 66.5 73.1 1,274 1,274 HELENA MT (HLN) 87.6 89.6 194 193 LONG BEACH CA (LGB) 73.8 79.2 1,440 1,440 HILO HI (ITO) 91.1 91.8 706 706 LONGVIEW/KILGOR/GLADWATR TX (GGG) 74.4 81.1 90 90 HILTON HEAD SC (HHH) 77.3 86.4 88 88 LOS ANGELES CA (LAX) 70.7 77.8 19,257 19,251 HONOLULU HI (HNL) 86.7 91.1 4,819 4,817 LOUISVILLE KY (SDF) 69.7 75.1 1,899 1,904 HOUSTON TX (HOU) 74.4 70.1 4,670 4,670 LUBBOCK TX (LBB) 66.6 73.4 709 710 HOUSTON TX (IAH) 75.4 74.4 16,163 16,167 LYNCHBURG VA (LYH) 71.2 83.1 59 59 HUNTSVILLE AL (HSV) 73.3 78.9 958 961 MACON GA (MCN) 69.1 69.6 68 69 IDAHO FALLS ID (IDA) 88.4 92.7 301 301 MADISON WI (MSN) 63.9 72.3 1,234 1,232 INDIANAPOLIS IN (IND) 70.9 77.5 3,857 3,852 MANCHESTER NH (MHT) 69.2 78.8 1,628 1,626 INDIO/PALM SPRINGS CA (PSP) 80.3 87.4 776 778 MARQUETTE MI (MQT) 40.2 76.8 82 82 INTERNATIONAL FALLS MN (INL) 76.9 92.0 26 25 MEDFORD OR (MFR) 78.1 81.8 549 549

31 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT

PERCENT REPORTED PERCENT REPORTED CITY (AIRPORT) ON-TIME OPERATIONS CITY (AIRPORT) ON-TIME OPERATIONS ARR. DEP. ARR. DEP. ARR. DEP. ARR. DEP. MELBOURNE FL (MLB) 72.7 82.5 154 154 PHILADELPHIA PA (PHL) 71.1 75.3 8,629 8,639 MEMPHIS TN (MEM) 80.3 82.3 6,758 6,764 PHOENIX AZ (PHX) 77.2 78.0 16,997 17,004 MERIDIAN MS (MEI) 76.8 87.5 56 56 PITTSBURGH PA (PIT) 71.0 75.8 3,579 3,578 MIAMI FL (MIA) 65.8 64.8 5,012 5,012 POCATELLO ID (PIH) 97.6 96.0 124 124 MIDLAND/ODESSA TX (MAF) 67.6 77.5 593 592 PONCE PR (PSE) 60.0 83.3 60 60 MILWAUKEE WI (MKE) 69.9 71.4 4,271 4,273 PORTLAND ME (PWM) 63.0 69.1 692 695 MINNEAPOLIS/ST. PAUL MN (MSP) 72.7 76.2 11,426 11,430 PORTLAND OR (PDX) 70.9 80.0 5,165 5,167 MINOT ND (MOT) 71.1 93.3 90 90 PROVIDENCE RI (PVD) 67.1 74.9 1,877 1,879 MISSION/MCALLEN/EDINBURG TX (MFE) 73.1 81.4 334 334 RALEIGH/DURHAM NC (RDU) 67.9 74.8 5,261 5,254 MISSOULA MT (MSO) 80.4 90.3 342 341 RAPID CITY SD (RAP) 82.0 87.7 367 367 MOBILE AL (MOB) 80.9 84.9 602 603 REDDING CA (RDD) 64.0 65.3 150 150 MODESTO CA (MOD) 78.3 78.8 244 245 RENO NV (RNO) 76.6 83.7 2,130 2,129 MOLINE IL (MLI) 73.2 76.6 724 723 RHINELANDER WI (RHI) 92.3 88.5 26 26 MONROE LA (MLU) 76.9 81.6 225 223 RICHMOND VA (RIC) 67.7 75.5 1,685 1,687 MONTEREY CA (MRY) 81.2 80.3 690 690 ROANOKE VA (ROA) 73.4 76.1 301 301 MONTGOMERY AL (MGM) 80.1 82.8 326 326 ROCHESTER MN (RST) 65.4 67.9 266 265 MONTROSE/DELTA CO (MTJ) 73.1 77.8 238 239 ROCHESTER NY (ROC) 61.9 73.6 1,162 1,159 MUSKEGON MI (MKG) 79.7 83.1 74 77 ROCK SPRINGS WY (RKS) 78.3 83.3 60 60 MYRTLE BEACH SC (MYR) 65.2 79.3 541 541 ROCKFORD IL (RFD) 100.0 100.0 7 7 NANTUCKET MA (ACK) 41.8 55.8 79 77 ROSWELL NM (ROW) 61.6 75.6 86 86 NASHVILLE TN (BNA) 73.2 74.1 4,877 4,876 SACRAMENTO CA (SMF) 72.6 80.7 4,680 4,679 NEW BERN/MOREHEAD/BEAUFORT NC (EWN) 83.3 82.0 60 61 SAGINAW/BAY CITY/MIDLAND MI (MBS) 57.7 73.9 291 291 NEW ORLEANS LA (MSY) 74.8 78.0 3,284 3,288 SALEM OR (SLE) 86.0 89.8 50 49 NEW YORK NY (JFK) 61.6 71.9 9,930 9,939 SALT LAKE CITY UT (SLC) 83.4 86.8 12,202 12,208 NEW YORK NY (LGA) 51.2 66.9 10,156 10,150 SAN ANGELO TX (SJT) 70.7 80.0 150 150 NEWARK NJ (EWR) 51.4 59.8 11,901 11,896 SAN ANTONIO TX (SAT) 73.3 80.6 3,979 3,983 NEWBURGH/POUGHKEEPSIE NY (SWF) 75.7 85.4 408 410 SAN DIEGO CA (SAN) 71.4 77.5 8,350 8,348 NEWPORT NEWS/WILLIAMSBURG VA (PHF) 78.7 80.2 602 601 SAN FRANCISCO CA (SFO) 58.4 69.0 12,304 12,303 NOME AK (OME) 70.0 70.0 90 90 SAN JOSE CA (SJC) 74.7 82.2 5,003 5,000 NORFOLK VA (ORF) 66.7 74.9 1,446 1,443 SAN JUAN PR (SJU) 68.0 77.9 1,923 1,919 OAKLAND CA (OAK) 74.0 78.6 5,294 5,294 SAN LUIS OBISPO/PASO ROBLS CA (SBP) 77.6 80.7 532 533 OKLAHOMA CITY OK (OKC) 68.2 75.9 2,157 2,162 SANTA ANA CA (SNA) 77.0 81.2 3,934 3,930 OMAHA NE (OMA) 65.1 75.3 2,332 2,333 SANTA BARBARA CA (SBA) 81.1 80.6 1,091 1,090 ONTARIO/SAN BERNARDINO CA (ONT) 75.6 82.1 3,125 3,118 SANTA MARIA CA (SMX) 91.1 93.2 146 146 ORLANDO FL (MCO) 73.2 75.0 11,316 11,321 SARASOTA/BRADENTON FL (SRQ) 79.3 83.9 420 422 OXNARD/VENTURA CA (OXR) 92.7 91.8 110 110 SAVANNAH GA (SAV) 69.3 74.6 1,350 1,352 PALMDALE CA (PMD) 82.5 78.2 57 55 SCRANTON/WILKES-BARRE PA (AVP) 63.2 75.4 204 203 PANAMA CITY FL (PFN) 78.2 83.2 363 363 SEATTLE WA (SEA) 68.5 77.2 10,175 10,179 PASCO/KENNEWICK/RICHLAND WA (PSC) 89.4 96.6 235 235 SHREVEPORT LA (SHV) 75.2 82.6 703 703 PELLSTON MI (PLN) 80.8 94.8 78 77 SIOUX CITY IA (SUX) 100.0 100.0 3 4 PENSACOLA FL (PNS) 80.6 82.7 948 948 SIOUX FALLS SD (FSD) 67.7 77.1 489 489 PEORIA IL (PIA) 68.6 73.1 475 475 SITKA AK (SIT) 78.3 83.9 143 143 PETERSBURG AK (PSG) 71.7 70.0 60 60 SOUTH BEND IN (SBN) 65.5 65.7 472 472

32 JUNE 2008

AIR TRAVEL CONSUMER REPORT

TABLE 7. ON-TIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT

PERCENT REPORTED CITY (AIRPORT) ON-TIME OPERATIONS ARR. DEP. ARR. DEP. SPOKANE WA (GEG) 74.9 85.2 1,436 1,433 SPRINGFIELD IL (SPI) 48.9 60.0 90 90 SPRINGFIELD MO (SGF) 66.6 73.6 879 880 ST. GEORGE UT (SGU) 93.2 94.5 292 292 ST. LOUIS MO (STL) 72.2 74.8 5,455 5,453 STATE COLLEGE PA (SCE) 73.5 88.2 34 34 STEAMBOAT SPRINGS/HAYDEN CO (HDN) 83.5 94.2 139 138 SUN VALLEY/HAILEY/KETCHUM ID (SUN) 96.3 94.9 294 295 SYRACUSE NY (SYR) 63.6 75.1 1,070 1,064 TALLAHASSEE FL (TLH) 81.1 82.2 739 738 TAMPA FL (TPA) 73.9 76.0 6,540 6,539 TEXARKANA AR (TXK) 80.0 85.0 120 120 TOLEDO OH (TOL) 62.1 69.8 116 116 TRAVERSE CITY MI (TVC) 62.2 68.8 529 528 TUCSON AZ (TUS) 76.5 83.4 2,309 2,308 TULSA OK (TUL) 67.7 77.1 2,035 2,036 TWIN FALLS ID (TWF) 96.0 96.0 124 124 TYLER TX (TYR) 83.3 87.3 150 150 VALDOSTA GA (VLD) 73.3 76.7 60 60 VALPARAISO FL (VPS) 67.8 76.4 606 607 WACO TX (ACT) 82.7 86.6 202 202 WASHINGTON DC (DCA) 67.6 75.4 7,285 7,284 WASHINGTON DC (IAD) 60.8 64.0 6,501 6,502 WATERLOO IA (ALO) 70.0 82.8 30 29 WAUSAU/MARSHFIELD WI (CWA) 54.5 63.8 266 265 WEST PALM BEACH/PALM BEACH FL (PBI) 72.0 77.4 1,993 1,993 WEST YELLOWSTONE MT (WYS) 87.5 96.4 56 56 WHITE PLAINS NY (HPN) 67.3 74.4 940 936 WICHITA FALLS TX (SPS) 81.7 83.7 202 202 WICHITA KS (ICT) 67.4 76.3 1,164 1,167 WILMINGTON NC (ILM) 74.3 78.1 315 315 WRANGELL AK (WRG) 76.7 76.7 60 60 YAKIMA WA (YKM) 93.3 96.6 30 29 YAKUTAT AK (YAK) 76.7 81.7 60 60 YUMA AZ (YUM) 82.1 82.6 357 356

33 JUNE 2008

AIR TRAVEL CONSUMER REPORT TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY CARRIER

AT 32 REPORTABLE AIRPORTS B/ AT ALL REPORTABLE AIRPORTS C/

CARRIER A/ NUMBER OF FLIGHT FLIGHT PERCENT OF NUMBER OF FLIGHT FLIGHT PERCENT OF AIRPORTS OPERATIONS OPERATIONS OPERATIONS AIRPORTS OPERATIONS OPERATIONS OPERATIONS REPORTED SCHEDULED CANCELLED CANCELLED REPORTED SCHEDULED CANCELLED CANCELLED

MESA 21 11,264 515 4.6 119 22,438 955 4.3

AMERICAN EAGLE 19 23,824 1,015 4.3 117 43,921 1,865 4.2

COMAIR 23 11,619 456 3.9 95 17,328 633 3.7

UNITED 31 33,497 1,048 3.1 84 40,237 1,204 3.0

EXPRESSJET 28 16,462 572 3.5 124 35,254 976 2.8

JETBLUE 19 11,665 267 2.3 45 16,525 363 2.2

AMERICAN 30 41,007 850 2.1 78 50,842 1,023 2.0

SKYWEST 21 25,993 409 1.6 148 49,636 958 1.9

US AIRWAYS 30 31,821 617 1.9 79 38,567 720 1.9

PINNACLE 16 8,049 147 1.8 119 21,506 347 1.6

NORTHWEST 30 22,907 323 1.4 98 31,821 417 1.3

DELTA 31 30,869 433 1.4 98 37,844 479 1.3

CONTINENTAL 28 21,074 180 0.9 66 26,378 220 0.8

ALASKA 16 8,303 35 0.4 46 13,390 104 0.8

AIRTRAN 25 17,363 125 0.7 57 23,311 156 0.7

ATLANTIC SOUTHEAST 19 12,936 61 0.5 128 24,876 148 0.6

SOUTHWEST 19 55,355 234 0.4 64 100,890 326 0.3

HAWAIIAN 7 369 1 0.3 14 5,301 17 0.3

FRONTIER 22 6,887 17 0.2 45 8,600 20 0.2

Total 391,264 7,305 1.9 Total 608,665 10,931 1.8

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. 34

JUNE 2008 AIR TRAVEL CONSUMER REPORT TABLE 9. CAUSES OF DELAY*, BY CARRIER**

CAUSES OF DELAY

% % % % NATIONAL LATE AIR EXTREME NATIONAL % LATE TOTAL % % % AIR EXTREME AVIATION SECURITY ARRIVING CARRIER ONTIME CANCELLED DIVERTED CARRIER WEATHER AVIATION SECURITY ARRIVING RECORDS ONTIME CANCELLED DIVERTED CARRIER WEATHER SYSTEM DELAY AIRCRAFT DELAY DELAY SYSTEM DELAY AIRCRAFT DELAY DELAY DELAY DELAY DELAY DELAY

9E 21506 17366 80.75% 347 1.61% 76 0.35% 1066 4.96% 225 1.05% 1348 6.27% 2 0.01% 1076 5.00% AA 50842 29901 58.81% 1023 2.01% 298 0.59% 4426 8.70% 673 1.32% 8254 16.23% 8 0.02% 6259 12.31% AS 13390 10419 77.81% 104 0.78% 25 0.19% 755 5.64% 23 0.17% 1120 8.37% 15 0.11% 929 6.94% B6 16525 10732 64.94% 363 2.20% 113 0.68% 732 4.43% 85 0.52% 2730 16.52% 4 0.02% 1766 10.68% CO 26378 17789 67.44% 220 0.83% 161 0.61% 1735 6.58% 375 1.42% 4059 15.39% 33 0.12% 2005 7.60% DL 37844 27604 72.94% 479 1.27% 146 0.39% 2276 6.01% 178 0.47% 4672 12.35% 5 0.01% 2483 6.56% EV 24876 19221 77.27% 148 0.59% 76 0.31% 2302 9.26% 592 2.38% 2126 8.55% 8 0.03% 402 1.62% F9 8600 6387 74.27% 20 0.23% 12 0.14% 515 5.99% 25 0.29% 1145 13.31% 0 0.00% 496 5.76% FL 23311 17399 74.64% 156 0.67% 111 0.48% 898 3.85% 93 0.40% 2127 9.12% 0 0.00% 2527 10.84% HA 5301 4888 92.21% 17 0.32% 2 0.04% 250 4.71% 0 0.00% 1 0.02% 0 0.01% 143 2.69% MQ 43921 28837 65.66% 1865 4.25% 152 0.35% 2846 6.48% 556 1.27% 4441 10.11% 3 0.01% 5221 11.89% NW 31821 21506 67.58% 417 1.31% 89 0.28% 2829 8.89% 689 2.17% 4196 13.19% 15 0.05% 2080 6.54% OH 17328 10988 63.41% 633 3.65% 87 0.50% 1774 10.24% 1195 6.90% 2458 14.19% 4 0.02% 188 1.09% OO 49636 38666 77.90% 958 1.93% 119 0.24% 2956 5.95% 280 0.56% 3805 7.67% 27 0.05% 2825 5.69% UA 40237 23874 59.33% 1204 2.99% 160 0.40% 3266 8.12% 279 0.69% 5672 14.10% 0 0.00% 5782 14.37% US 38567 29437 76.33% 720 1.87% 137 0.36% 1899 4.93% 231 0.60% 3800 9.85% 28 0.07% 2315 6.00% WN 100890 76958 76.28% 326 0.32% 263 0.26% 4957 4.91% 880 0.87% 4485 4.45% 54 0.05% 12966 12.85% XE 35254 24134 68.46% 976 2.77% 165 0.47% 2299 6.52% 337 0.96% 3769 10.69% 63 0.18% 3512 9.96% YV 22438 15092 67.26% 955 4.26% 84 0.37% 3480 15.51% 207 0.92% 1648 7.34% 26 0.12% 946 4.22% TOTAL 608665 431198 10931 2276 41261 6926 61857 294 53922 70.84% 1.80% 0.37% 6.78% 1.14% 10.16% 0.05% 8.86%

*Causes of Delay: • Air Carrier Delay: The cause of the cancellation or delay was due to circumstances within the airline’s control (e.g. maintenance or crew problems, etc.). • Extreme Weather Delay: Significant meteorological conditions (actual or forecasted) that, in the judgment of the carrier, delays or prevents the operation of a flight. • National Aviation System Delay: Delays and cancellations attributable to the national aviation system refer to a broad set of conditions -- non-extreme weather conditions, airport operations, heavy traffic volume, air traffic control, etc. • Security Delay: Delays caused by evacuation of terminal or concourse, re-boarding of aircraft because of security breech, inoperative screening equipment and long lines in excess of 29 minutes at screening areas. • Late Arriving Aircraft Delay: Previous flight with same aircraft arrived late which caused the present flight to depart late.

A “cancelled” flight is a flight that was not operated, but was in the carrier's computer reservation system within 7 days of the scheduled departure. A “diverted” flight is a flight which is operated from the scheduled origin point to a point other than the scheduled destination point in the carrier's published schedule.

** See Appendix at the end of this section for list of carrier codes. 35 JUNE 2008 AIR TRAVEL CONSUMER REPORT TABLE 10. OVERALL CAUSES OF DELAY*

LATE SECURITY ARRIVING DELAY AIRCRAFT NATIONAL 0.05% DELAY AVIATION 8.86% SYSTEM DELAY 10.16%

EXTREME WEATHER DELAY 1.14%

AIR CARRIER DELAY 6.78% ONTIME 70.84% DIVERTED 0.37% CANCELLED 1.80%

Note: For additional airline-specific information, visit http://www.bts.gov 36 FOOTNOTES FOR TABLES 1 THROUGH 6 (FLIGHT DELAYS) AND 8 (CANCELLATIONS)

A See Appendix for list of carrier codes.

B See Appendix for list of 32 airports for which data must be reported. Data include all reported domestic flight operations to the 32 reportable airports (e.g., Albany to Atlanta, Toledo to Boston).

C All domestic airports for which carriers reported data. Data include all reported domestic flight operations to the 32 reportable airports and from those airports to other destinations (e.g., Albany to Atlanta, and Atlanta to Albany). In addition, for carriers that reported data for their entire domestic systems, the data also include all reported domestic flight operations between non- required airports (e.g., Albany to Toledo).

D "On time" means an arrival less than 15 minutes after scheduled arrival time; cancelled and diverted flights are not considered on-time arrivals.

E "On time" means a departure less than 15 minutes after scheduled departure time; cancelled flights are not considered on-time departures; diverted flights may be on time or late departures, depending on actual departure time.

F Incomplete data; percentage based on operations reported.

G Carrier did not report useable data.

H Carrier did not serve airport.

I Regularly scheduled flights are those for which the carrier reported at least 15 operations for the month.

J Blanks in any time interval in Tables 3 and 4 indicate no arrival operations (Table 3) or departure operations (Table 4) for domestic flights of the reporting carriers during that time period. Other carriers, including code-sharing partners, may operate during those periods.

S Carrier reported data for entire domestic system.

V Carrier reported data voluntarily.

37 APPENDIX

NOTE: The Department of Transportation has screened the reporting carriers' data for completeness and verified all arithmetic data elements computed by the carriers (e.g., length of delay). Individual flight operations records with incorrect calculations, erroneous city-pairs, or missing data elements were rejected and excluded from the data base; such rejected records accounted for less than 0.01% of the flight operations records submitted. Any errors in the data base with respect to basic flight data -- non-computed data elements such as flight numbers, scheduled and actual arrival/departure times, days of operation -- are the responsibility of the reporting carrier.

Airports Covered by the Rule (14 CFR PART 234 *) Air Carriers Required to Report Data to DOT and to CRS Vendors * Atlanta: Hartsfield-Jackson ATL Balt/Wash: Int’l Thurgood Marshall BWI FL AirTran Airways Boston: Logan International BOS AS Alaska Airlines Charlotte: Douglas CLT AA American Airlines Chicago: Midway MDW MQ American Eagle Airlines Chicago: O'Hare ORD EV Atlantic Southeast Airlines Cincinnati: Greater Cincinnati CVG OH Comair Dallas-Fort Worth: International DFW CO Continental Airlines Denver: International DEN DL Delta Air Lines Detroit: Metro Wayne County DTW XE ExpressJet Airlines Ft. Lauderdale: International FLL F9 Frontier Airlines Houston: George Bush IAH HA Hawaiian Airlines Las Vegas: McCarran International LAS Los Angeles: International LAX B6 JetBlue Airways Miami: International MIA YV Mesa Airlines Minneapolis-St. Paul: International MSP NW Northwest Airlines Newark: Liberty International EWR OO SkyWest Airlines New York: JFK International JFK WN Southwest Airlines New York: LaGuardia LGA UA United Airlines Oakland : International OAK US US Airways

Orlando: International MCO Philadelphia: International PHL Air Carriers Voluntarily Reporting Phoenix: Sky Harbor International PHX Data to DOT and to CRS Vendors

Portland: International PDX 9E Pinnacle Airlines (eff. 01/08)

Salt Lake City: International SLC San Diego: Lindbergh Field SAN * Based on the Bureau of Transportation Statistics’ Technical Reporting Directive #16, issued October 31, 2007, effective San Francisco: International SFO January 1, 2008.

Seattle-Tacoma: International SEA ST. Louis : Lambert International STL Tampa: Tampa International TPA Washington: Reagan National DCA Washington: Dulles IAD

38 MISHANDLED BAGGAGE

This section gives the rate of mishandled-baggage reports per 1,000 passengers by carrier and for the industry. The rate is based on the total number of reports each carrier received from passengers concerning lost, damaged, delayed or pilfered baggage. The reports of mishandled baggage do not distinguish between carriers that interline and those that do not. As with the data on flight delays in the previous section, these baggage statistics are filed with DOT’s Bureau of Transportation Statistics (Office of Airline Information) on a monthly basis by U.S. airlines that have at least one percent of total domestic scheduled-service passenger revenues, plus any other airline that voluntarily submits the data. See 14 CFR Part 234.

39 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation JUNE MISHANDLED BAGGAGE REPORTS FILED BY PASSENGERS U.S. AIRLINES*

JUNE 2008 JUNE 2007

TOTAL REPORTS TOTAL REPORTS BAGGAGE ENPLANED PER 1,000 BAGGAGE ENPLANED PER 1,000 RANK AIRLINE REPORTS PASSENGERS PASSENGERS REPORTS PASSENGERS PASSENGERS

1 AIRTRAN AIRWAYS 7,149 2,435,892 2.93 10,248 2,309,430 4.44 2 JETBLUE AIRWAYS 6,222 1,852,088 3.36 9,549 1,809,921 5.28 3 HAWAIIAN AIRLINES 2,618 702,221 3.73 2,163 622,323 3.48 4 NORTHWEST AIRLINES 14,951 3,753,292 3.98 22,616 4,033,478 5.61 5 SOUTHWEST AIRLINES 41,218 9,724,326 4.24 57,626 9,758,810 5.91 6 CONTINENTAL AIRLINES 14,182 3,272,165 4.33 24,069 3,453,009 6.97 7 FRONTIER AIRLINES 4,327 982,395 4.40 7,192 1,057,216 6.80 8 ALASKA AIRLINES 6,557 1,451,885 4.52 12,614 1,536,941 8.21 9 US AIRWAYS 20,821 4,476,683 4.65 50,214 4,739,723 10.59 10 DELTA AIR LINES 25,546 5,481,654 4.66 46,981 5,814,126 8.08 11 UNITED AIRLINES 29,690 5,068,394 5.86 31,242 5,363,878 5.82 12 AMERICAN AIRLINES 41,194 6,792,292 6.06 62,402 7,005,579 8.91 13 SKYWEST AIRLINES 12,275 1,914,494 6.41 21,997 2,007,654 10.96 14 ATLANTIC SOUTHEAST AIRLINES 7,744 1,154,654 6.71 15,355 1,096,976 14.00 15 PINNACLE AIRLINES 6,273 908,363 6.91 9,197 895,824 10.27 16 EXPRESSJET AIRLINES 10,007 1,382,936 7.24 13,614 1,370,543 9.93 17 COMAIR 6,254 756,573 8.27 10,500 857,912 12.24 18 MESA AIRLINES 8,756 1,032,999 8.48 15,605 1,223,135 12.76 19 AMERICAN EAGLE AIRLINES 15,620 1,530,847 10.20 26,213 1,647,953 15.91

TOTALS ** 281,404 54,674,153 5.15 449,397 56,604,431 7.94

For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

TOTAL BAGGAGE REPORTS—For the domestic system only. These are passenger reports of mishandled baggage, including those that did not subsequently result in claims for compensation.

ENPLANED PASSENGERS—For the domestic system only.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay data voluntarily (Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,” “Oversales,” and “Consumer Complaints” sections of this report. ** Aloha Airlines was ranked in this section every month during 2007, and for the months of January and February 2008. The carrier’s ranking in this table ceased effective with the May 2008 issued report as a result of its cessation of all flight operations on March 31, 2008. Totals for June 2007 reflect the deletion of Aloha’s data for that month. 40 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation JANUARY - JUNE MISHANDLED BAGGAGE REPORTS FILED BY PASSENGERS U.S. AIRLINES*

JANUARY - JUNE 2008 JANUARY - JUNE 2007

TOTAL REPORTS TOTAL REPORTS BAGGAGE ENPLANED PER 1,000 BAGGAGE ENPLANED PER 1,000 RANK AIRLINE REPORTS PASSENGERS PASSENGERS REPORTS PASSENGERS PASSENGERS

1 HAWAIIAN AIRLINES 12,342 3,926,680 3.14 11,646 3,479,039 3.35 2 AIRTRAN AIRWAYS 41,244 12,713,888 3.24 44,576 11,720,832 3.80 3 JETBLUE AIRWAYS 36,795 10,887,103 3.38 57,174 10,716,492 5.34 4 NORTHWEST AIRLINES 84,995 20,871,800 4.07 115,956 22,595,327 5.13 5 CONTINENTAL AIRLINES 83,871 18,759,136 4.47 111,279 19,397,253 5.74 6 ALASKA AIRLINES 38,354 7,702,793 4.98 44,854 7,638,020 5.87 7 SOUTHWEST AIRLINES 269,340 53,567,487 5.03 324,527 50,921,453 6.37 8 UNITED AIRLINES 148,005 27,632,528 5.36 192,721 29,981,336 6.43 9 US AIRWAYS 144,176 25,662,921 5.62 244,007 27,264,024 8.95 10 FRONTIER AIRLINES 28,883 5,134,157 5.63 36,241 5,284,223 6.86 11 DELTA AIR LINES 184,896 30,579,453 6.05 228,248 31,807,836 7.18 12 AMERICAN AIRLINES 253,277 37,949,348 6.67 299,647 39,347,241 7.62 13 EXPRESSJET AIRLINES 56,597 7,800,545 7.26 71,178 7,645,534 9.31 14 COMAIR 35,523 4,344,443 8.18 58,615 4,573,682 12.82 15 SKYWEST AIRLINES 93,477 10,618,544 8.80 129,574 10,742,781 12.06 16 PINNACLE AIRLINES 45,258 5,073,123 8.92 40,366 4,719,931 8.55 17 MESA AIRLINES 51,981 5,821,407 8.93 78,100 6,950,802 11.24 18 ATLANTIC SOUTHEAST AIRLINES 62,638 6,221,404 10.07 58,760 5,763,196 10.20 19 AMERICAN EAGLE AIRLINES 94,792 8,322,291 11.39 131,776 8,958,938 14.71

TOTALS ** 1,766,444 303,589,051 5.82 2,279,245 309,507,940 7.36 For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

TOTAL BAGGAGE REPORTS—For the domestic system only. These are passenger reports of mishandled baggage, including those that did not subsequently result in claims for compensation. ENPLANED PASSENGERS—For the domestic system only.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay data voluntarily (Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,” “Oversales,” and “Consumer Complaints” sections of this report.. ** Aloha Airlines was ranked in this section every month during 2007, and for the months of January and February 2008. The carrier’s ranking in this table ceased effective with the May 2008 issued report as a result of its cessation of all flight operations on March 31, 2008. Totals for January-June (2007 and 2008) reflect the deletion of Aloha’s data for that period. 41 OVERSALES

This section furnishes data on the number of passengers who hold confirmed reservations and are denied boarding ("bumped") from a flight because it is oversold. These figures include only passengers whose oversold flight departs without them; they do not include passengers affected by cancelled, delayed or diverted flights.

The report includes U.S. airlines that have at least one percent of total domestic scheduled-service passenger revenues and operate aircraft with a passenger capacity of 30 or more seats (see footnote on chart for details). It provides system data for scheduled passenger service on domestic flights and data on international flight segments that originate in the United States. Information is displayed for the latest available quarter and for the year to date, for the current period and for the same period in the previous year. The data are reported quarterly to DOT’s Bureau of Transportation Statistics (Office of Airline Information). The reporting requirement is found in 14 CFR 250.10.

These tables give information by carrier on the number of passengers bumped involuntarily and on the number who voluntarily gave up their seat on an oversold flight in exchange for compensation. Also shown is the rate of involuntary denied boardings per 10,000 passengers. This rate determines the order in which carriers are listed; the airline with the lowest rate appears first. The number and rate of involuntary denied boardings include both passengers who received denied boarding compensation and passengers who did not qualify for compensation because of one of the exceptions in the oversales rule. There are four exceptions: 1) passenger accommodated on another flight scheduled to arrive within one hour of the original flight; 2) passenger fails to comply with ticketing, check-in or reconfirmation procedures; 3) aircraft of smaller capacity is substituted; and (4) passenger is denied boarding due to safety-related weight restrictions on an aircraft with 60 or fewer seats. Totals appear at the end of each table.

The enplanements figures that are used to calculate the involuntary denied boarding rate do not include "shuttle" service on which reservations are not offered, nor do they include inbound international service, since the rule does not apply to these flights.

Office of Aviation Enforcement and Proceedings U.S. Department of Transportation

APRIL-JUNE PASSENGERS DENIED BOARDING BY U.S. AIRLINES*

APRIL - JUNE 2008 APRIL - JUNE 2007

DENIED BOARDINGS (DB’S) Involuntary DENIED BOARDINGS (DB’S) Involuntary Enplaned DB’s per Enplaned DB’s per RANK AIRLINE Voluntary Involuntary Passengers 10,000 psgrs Voluntary Involuntary Passengers 10,000 psgrs

1 JETBLUE AIRWAYS 3 5 5,637,086 0.01 0 14 5,587,025 0.03 2 HAWAIIAN AIRLINES 45 20 2,153,980 0.09 392 13 1,776,049 0.07 3 AIRTRAN AIRWAYS 6,877 139 6,533,427 0.21 7,978 109 6,323,023 0.17 4 ALASKA AIRLINES 1,995 183 4,083,082 0.45 4,190 88 4,236,434 0.21 5 FRONTIER AIRLINES 1,115 150 2,771,920 0.54 1,311 255 2,921,301 0.87 6 NORTHWEST AIRLINES 13,229 730 11,690,963 0.62 21,782 1,144 12,695,660 0.90 7 AMERICAN AIRLINES 13,654 1,389 21,673,408 0.64 22,536 1,562 22,693,023 0.69 8 SOUTHWEST AIRLINES 17,578 2,363 27,550,957 0.86 22,489 2,922 26,889,424 1.09 9 UNITED AIRLINES 29,157 1,535 15,576,992 0.99 33,633 1,681 16,768,255 1.00 10 CONTINENTAL AIRLINES 10,245 1,420 10,819,897 1.31 11,406 1,931 11,251,647 1.72 11 SKYWEST AIRLINES 10,029 490 3,645,605 1.34 5,706 319 2,048,736 1.56 12 DELTA AIR LINES 15,169 2,370 16,734,131 1.42 26,821 5,585 17,500,812 3.19 13 MESA AIRLINES 6,099 417 2,780,662 1.50 5,008 174 1,903,808 0.91 14 US AIRWAYS 21,367 2,042 13,205,783 1.55 24,594 1,782 14,728,126 1.21 15 EXPRESSJET AIRLINES 2,966 332 1,905,479 1.74 * * * * 16 AMERICAN EAGLE AIRLINES 345 164 552,779 2.97 331 95 655,729 1.45 17 ATLANTIC SOUTHEAST AIRLINES 5,014 741 2,234,774 3.32 2,963 556 1,167,577 4.76 18 PINNACLE AIRLINES 306 76 228,366 3.33 * * * * 19 COMAIR 3,056 483 1,364,690 3.54 1,433 159 396,381 4.01

TOTALS ** 158,249 15,049 151,143,981 1.00 192,573 18,389 149,543,010 1.23

For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

* U.S. Airlines with at least one percent of total domestic scheduled-service passenger revenues that operate aircraft with a passenger capacity of 30 seats or more (prior to the 2nd quarter 2008, the reporting threshold was for aircraft with more than 60 seats). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,” “Mishandled Baggage,” and “Consumer Complaints” sections of this report. Pinnacle Airlines’ ranking in this table was effective the 4th quarter 2007. ExpressJet Airlines’ ranking in this table is effective with this report.

** Aloha Airlines ceased all flight operations on March 31, 2008. Aloha’s ranking in this table ceased effective with the May 2008-issued report. The carrier was ranked in this table for each of the four quarters in 2007. Totals for April-June 2007 reflect the deletion of Aloha’s data for that quarter.

Office of Aviation Enforcement and Proceedings U.S. Department of Transportation

JANUARY - JUNE PASSENGERS DENIED BOARDING BY U.S. AIRLINES*

JANUARY - JUNE 2008 JANUARY - JUNE 2007

1 JETBLUE AIRWAYS 26 14 11,155,184 0.01 0 33 10,677,840 0.03 2 HAWAIIAN AIRLINES 198 36 3,886,976 0.09 800 98 3,450,865 0.28 3 AIRTRAN AIRWAYS 16,102 341 12,251,746 0.28 14,462 216 11,403,131 0.19 4 ALASKA AIRLINES 4,480 480 7,702,793 0.62 7,447 435 7,638,020 0.57 5 AMERICAN AIRLINES 35,546 3,371 41,905,037 0.80 44,669 3,775 43,543,819 0.87 6 NORTHWEST AIRLINES 29,084 1,963 22,404,805 0.88 41,297 2,568 24,082,246 1.07 7 FRONTIER AIRLINES 2,262 483 5,279,911 0.91 2,406 609 5,135,819 1.19 8 UNITED AIRLINES 42,707 2,774 29,423,158 0.94 51,150 2,285 31,781,817 0.72 9 SOUTHWEST AIRLINES 43,009 6,519 52,259,497 1.25 41,711 5,796 49,792,446 1.16 10 MESA AIRLINES 11,578 606 4,364,830 1.39 8,366 525 3,716,876 1.41 11 CONTINENTAL AIRLINES 20,702 3,006 20,895,198 1.44 19,982 3,856 21,229,298 1.82 12 SKYWEST AIRLINES 13,039 861 5,479,848 1.57 11,136 815 3,863,170 2.11 13 DELTA AIR LINES 30,627 5,206 32,456,741 1.60 54,195 11,101 33,405,147 3.32 14 US AIRWAYS 47,520 4,602 25,961,761 1.77 43,942 3,964 27,722,223 1.43 15 AMERICAN EAGLE AIRLINES 690 318 1,105,558 2.88 650 162 1,216,873 1.33 16 PINNACLE AIRLINES 455 121 323,839 3.74 * * * * 17 COMAIR 4,482 728 1,911,391 3.81 3,278 312 857,829 3.64 18 ATLANTIC SOUTHEAST AIRLINES 7,821 1,293 3,292,545 3.93 5,771 1,083 2,137,893 5.07 * EXPRESSJET AIRLINES * * * * * * * *

TOTALS ** 310,328 32,332 282,060,818 1.16 351,262 37,633 281,655,312 1.34

For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

** Aloha Airlines ceased all flight operations on March 31, 2008. Aloha’s ranking in this table ceased effective with the May 2008-issued report. The carrier was ranked in this table for each of the four quarters in 2007. Totals for January-June 2007 reflect the deletion of Aloha’s data for that six-month period.

CONSUMER COMPLAINTS

This section summarizes aviation consumer complaints filed with the Department in writing, by telephone, via e-mail, or in person. DOT has not determined the validity of the complaints. The report does not include safety complaints (which are handled by the Federal Aviation Administration) or security complaints (which are handled by the Transportation Security Administration). An explanation of each section of the report appears below:

Summary - Table 1 gives the total number of complaints, and also breaks down complaints by industry groups (U.S. airlines, tour operators, etc.). As with most other sections of the report, figures for the current month are compared to the same month in the previous year.

Complaint Categories - Table 2 ranks the categories of complaints (baggage, refunds, etc.). A detailed explanation of each category appears at the end of the report.

U.S. Airlines - Table 3 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by complaint category.

Incident Date - Table 4 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by the percentage of complaints where the incident occurred in the most recent month versus previous periods (Incident Date data is not included in YTD section).

Companies Other Than U.S. Airlines - Table 5 (Table 4 in YTD reports) provides the same information as above for foreign airlines, and for tour operators, travel agents, etc.

Airline Rankings - Table 6 (Table 5 in YTD reports) ranks the largest U.S. airlines (those that each account for one percent of total domestic scheduled-service passenger revenues, plus any other carrier that voluntarily reports flight delay and mishandled baggage data to DOT) according to the rate of complaints per 100,000 passengers. This ranking takes into account airline size when identifying the carriers against whom the most complaints have been filed.

Table 1

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

SUMMARY

JUNE 2008 JUNE 2007

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS

U.S. AIRLINES 763 76 3 119 955 63 6 185

FOREIGN AIRLINES 103 0 0 12 121 0 1 9

TRAVEL AGENTS 10 2 0 0 13 1 0 1

TOUR OPERATORS 0 0 0 0 4 0 0 1

MISCELLANEOUS 5 21 0 2 4 0 0 0

INDUSTRY TOTALS 881 99 3 133 1,097 64 7 196

46 Table 2 AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES∗

JUNE 2008 JUNE 2007

COMPLAINT CATEGORY RANKING COMPLAINTS** SUB-CATEGORY RANKING COMPLAINTS** SUB-CATEGORY

FLIGHT PROBLEMS 1 264 1 420 CANCELLATIONS 109 211 DELAYS 76 120 MISCONNECTIONS 49 56

BAGGAGE 2 156 2 201

RES/TKTG/BOARDING 3 138 3 127

CUSTOMER SERVICE 4 126 4 118

REFUNDS 5 55 5 80

FARES 6 41 9 22

OVERSALES 7 32 8 31

OTHER 8 31 7 41 FREQUENT FLYER 23 29

DISABILITY 9 27 6 48

DISCRIMINATION 10 8 10 6

ADVERTISING 11 3 11 3

ANIMALS 12 0 12 0

COMPLAINT TOTAL 881 1,097

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.

** INCLUDES FIGURES FOR SUB-CATEGORIES. 47

Table 3 AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES BY COMPLAINT CATEGORY*

JUNE 2008

U.S. AIRLINES** FLIGHT OVER- RES/TKTG/ CUSTOMER DIS- ADVER- DISCRIM- ALPHABETICAL PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE ABILITY TISING INATION ANIMALS OTHER TOTAL

AIRTRAN AIRWAYS 5 2 2 0 0 4 3 0 0 1 0 0 17 ALASKA AIRLINES 1 1 1 0 0 0 3 0 0 0 0 0 6 ALLEGIANT AIR 0 0 3 0 0 0 1 1 0 0 0 0 5 AMERICAN AIRLINES 36 3 11 1 9 20 6 4 0 0 0 2 92 AMERICAN EAGLE AIRLINES 3 0 0 0 0 2 1 0 0 0 0 0 6 COLGAN AIRWAYS 3 0 0 0 0 0 1 0 0 0 0 1 5 COMAIR 6 0 0 0 0 2 1 1 0 0 0 0 10 CONTINENTAL AIRLINES 12 3 9 5 0 8 3 2 0 0 0 1 43 DELTA AIR LINES 24 6 14 4 6 26 16 2 0 1 0 8 107 EXECUTIVE AIRLINES 2 0 0 0 1 1 1 0 0 0 0 0 5 EXPRESSJET AIRLINES 1 0 1 0 0 0 2 0 0 1 0 0 5 FRONTIER AIRLINES 1 0 3 0 0 1 2 0 0 0 0 1 8 HAWAIIAN AIRLINES 1 0 1 0 0 1 0 1 0 0 0 1 5 JETBLUE AIRWAYS 4 1 2 0 1 1 1 2 0 0 0 0 12 LYNXAIR INTERNATIONAL 1 0 0 1 3 0 1 0 0 0 0 0 6 MESA AIRLINES 7 0 0 0 0 1 1 1 0 0 0 0 10 NORTHWEST AIRLINES 16 1 4 1 0 4 3 2 0 0 0 2 33 PINNACLE AIRLINES 1 2 2 0 0 0 0 1 0 0 0 0 6 PSA AIRLINES 3 0 1 0 0 0 1 0 0 0 0 0 5 SKYWEST AIRLINES 4 0 0 0 0 1 0 0 0 0 0 0 5 SOUTHWEST AIRLINES 5 2 0 0 0 5 2 1 0 0 0 1 16 SPIRIT AIRLINES 7 0 33 8 12 24 20 0 1 0 0 2 107 TRANS STATES AIRLINES 6 0 0 0 0 0 1 1 0 0 0 0 8 UNITED AIRLINES 44 2 11 5 8 11 17 1 0 1 0 5 105 US AIRWAYS 19 3 17 6 7 7 18 2 0 2 0 4 85 OTHER U.S. AIRLINES 28 1 6 0 3 5 5 3 0 0 0 0 51

TOTAL JUNE 2008 240 27 121 31 50 124 110 25 1 6 0 28 763 % OF TOTAL COMPLAINTS 31.5 3.5 15.9 4.1 6.6 16.3 14.4 3.3 0.1 0.8 0 3.7

TOTAL JUNE 2007 399 28 99 17 56 160 108 46 3 6 0 33 955 % OF TOTAL COMPLAINTS 41.8 2.9 10.4 1.8 5.9 16.8 11.3 4.8 0.3 0.6 0 3.5

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION.

** AIRLINES ARE LISTED INDIVIDUALY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER ‘OTHER U.S. AIRLINES.’

48 Table 4 AIR TRAVEL CONSUMER REPORT

COMPLAINTS AGAINST U.S. AIRLINES BY INCIDENT DATE

JUNE 2008

INCI- UN- COMPS INCI- INCI- DENTS KNOWN U.S. AIRLINES* RECD DENTS DENTS IN ALL INCI- IN IN IN PRIOR DENT ALPHABETICAL JUNE JUNE PERCENT MAY PERCENT MONTHS PERCENT DATE PERCENT

AIRTRAN AIRWAYS 17 10 58.8 1 5.9 4 23.5 2 11.8 ALASKA AIRLINES 6 3 50.0 1 16.7 2 33.3 0 0.0 ALLEGIANT AIR 5 2 40.0 2 40.0 1 20.0 0 0.0 AMERICAN AIRLINES 92 45 48.9 8 8.7 27 29.3 12 13.0 AMERICAN EAGLE AIRLINES 6 4 66.7 1 16.7 1 16.7 0 0.0 COLGAN AIRWAYS CORPORATION 5 5 100.0 0 0.0 0 0.0 0 0.0 COMAIR 10 6 60.0 2 20.0 1 10.0 1 10.0 CONTINENTAL AIRLINES 43 17 39.5 10 23.3 14 32.6 2 4.7 DELTA AIR LINES 107 48 44.9 14 13.1 33 30.8 12 11.2 EXECUTIVE AIRLINES 5 4 80.0 0 0.0 1 20.0 0 0.0 EXPRESSJET AIRLINES 5 3 60.0 1 20.0 1 20.0 0 0.0 FRONTIER AIRLINES 8 5 62.5 2 25.0 0 0.0 1 12.5 HAWAIIAN AIRLINES 5 2 40.0 0 0.0 2 40.0 1 20.0 JETBLUE AIRWAYS 12 5 41.7 0 0.0 5 41.7 2 16.7 LYNXAIR INTERNATIONAL 6 0 0.0 2 33.3 0 0.0 4 66.7 MESA AIRLINES 10 7 70.0 1 10.0 2 20.0 0 0.0 NORTHWEST AIRLINES 33 15 45.5 5 15.2 6 18.2 7 21.2 PINNACLE AIRLINES 6 3 50.0 2 33.3 1 16.7 0 0.0 PSA AIRLINES 5 3 60.0 1 20.0 0 0.0 1 20.0 SKYWEST AIRLINES 5 2 40.0 1 20.0 1 20.0 1 20.0 SOUTHWEST AIRLINES 16 10 62.5 1 6.2 4 25.0 1 6.2 SPIRIT AIRLINES 107 32 29.9 15 14.0 40 37.4 20 18.7 TRANS STATES AIRLINES 8 7 87.5 0 0.0 0 0.0 1 12.5 UNITED AIRLINES 105 50 47.6 19 18.1 29 27.6 7 6.7 US AIRWAYS 85 39 45.9 12 14.1 25 29.4 9 10.6 OTHER U.S. AIRLINES 51 26 51.0 9 17.6 12 23.5 4 7.8

TOTALS 763 353 46.3 110 14.4 212 27.8 88 11.5

PREVIOUS YEAR'S TOTALS 955 404 42.3 138 14.5 158 16.5 255 26.7

* AIRLINES ARE LISTED INDIVIDUALY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER ‘OTHER U.S. AIRLINES.’

Table 5 AIR TRAVEL CONSUMER REPORT

COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY**

JUNE 2008

FLIGHT OVER- RES/TKTG/ CUSTOMER DISAB- ADVERT- DISCRIM- PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE ILITY ISING INATION ANIMALS OTHER TOTAL

FOREIGN AIRLINES AIR FRANCE 2 0 3 0 0 3 2 0 0 0 0 0 10 ALITALIA AIRLINES 0 2 1 0 0 3 0 0 0 0 0 0 6 BRITISH AIRWAYS 4 0 0 1 0 4 0 0 0 0 0 0 9 OTHER FOREIGN AIRLINES 17 3 10 3 4 21 12 2 2 2 0 2 78 TOTALS 23 5 14 4 4 31 14 2 2 2 0 2 103

TRAVEL AGENTS OTHER TRAVEL AGENTS 0 0 3 5 1 0 1 0 0 0 0 0 10 TOTALS 0 0 3 5 1 0 1 0 0 0 0 0 10

TOUR OPERATORS OTHER TOUR OPERATORS 0 0 0 0 0 0 0 0 0 0 0 0 0 TOTALS 0 0 0 0 0 0 0 0 0 0 0 0 0

MISCELLANEOUS OTHER GENERAL COMPLAINTS 1 0 0 1 0 1 1 0 0 0 0 1 5 0 0 0 0 0 0 0 0 0 0 0 0 0 TOTALS 1 0 0 1 0 1 1 0 0 0 0 1 5

* COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,' ETC.

** A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION.

50 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation TABLE 6 JUNE CONSUMER COMPLAINTS: RANKINGS/U.S. AIRLINES *

JUNE 2008 JUNE 2007

COMPLAINTS COMPLAINTS SYSTEMWIDE PER 100,000 SYSTEMWIDE PER 100,000 RANK AIRLINE COMPLAINTS ENPLANEMENTS ENPLANEMENTS COMPLAINTS ENPLANEMENTS ENPLANEMENTS

1 SOUTHWEST AIRLINES 16 9,465,108 0.17 16 9,535,022 0.17

2 SKYWEST AIRLINES 5 1,850,532 0.27 16 1,983,283 0.81

3 EXPRESSJET AIRLINES 5 1,525,092 0.33 7 1,494,758 0.47

4 ATLANTIC SOUTHEAST AIRLINES 4 1,175,680 0.34 12 1,125,845 1.07

5 AMERICAN EAGLE AIRLINES 6 1,554,614 0.39 22 1,669,889 1.32

6 ALASKA AIRLINES 6 1,538,020 0.39 8 1,645,894 0.49

7 JETBLUE AIRWAYS 12 1,890,147 0.63 5 1,747,207 0.29

8 PINNACLE AIRLINES 6 917,577 0.65 6 918,408 0.65

9 HAWAIIAN AIRLINES 5 694,348 0.72 5 616,419 0.81

10 NORTHWEST AIRLINES 33 4,562,684 0.72 85 4,773,724 1.78

11 AIRTRAN AIRWAYS 17 2,337,521 0.73 17 2,244,898 0.76

12 FRONTIER AIRLINES 8 1,008,034 0.79 6 1,095,403 0.55

13 CONTINENTAL AIRLINES 43 4,301,146 1.00 42 4,434,485 0.95

14 MESA AIRLINES 10 993,834 1.01 18 1,182,775 1.52

15 AMERICAN AIRLINES 92 8,409,608 1.09 153 8,658,269 1.77

16 COMAIR 10 771,255 1.30 13 874,190 1.49

17 DELTA AIR LINES 107 6,464,199 1.66 102 6,708,399 1.52

18 US AIRWAYS 85 4,866,596 1.75 178 5,153,942 3.45

19 UNITED AIRLINES 105 5,914,009 1.78 137 6,223,597 2.20

TOTAL ** 575 60,240,004 0.95 848 62,086,407 1.37

Note: For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay and mishandled baggage data voluntarily (Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,” “Mishandled Baggage,” and “Oversales” sections of this report. ** Aloha Airlines was ranked in this section every month during 2007, and for the months of January and February 2008. The carrier’s ranking in this table ceased effective with the May 2008 issued report as a result of its cessation of all flight operations on March 31, 2008. Totals for June 2007 reflect the deletion of Aloha’s data for that month. 51

Table 1 (YTD)

AIR TRAVEL CONSUMER REPORT

CONSUMER COMPLAINTS

JANUARY - JUNE 2008 JANUARY - JUNE 2007

COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS COMPLAINTS OPINIONS COMPLIMENTS INFO REQUESTS

U.S. AIRLINES 5,226 582 26 736 5,119 453 32 1,027

FOREIGN AIRLINES 679 9 0 61 861 8 1 53

TRAVEL AGENTS 76 5 0 4 121 1 1 10

TOUR OPERATORS 7 0 0 2 55 0 0 36

MISCELLANEOUS 13 41 0 18 6 0 0 0

INDUSTRY TOTALS 6,001 637 26 821 6,162 462 34 1,126

52 Table 2 (YTD) AIR TRAVEL CONSUMER REPORT

COMPLAINT CATEGORIES∗

JANUARY - JUNE 2008 JANUARY - JUNE 2007

COMPLAINT CATEGORY RANKING COMPLAINTS** SUB-CATEGORY RANKING COMPLAINTS** SUB-CATEGORY

FLIGHT PROBLEMS 1 1,861 1 2,012 CANCELLATIONS 809 949 DELAYS 545 511 MISCONNECTIONS 300 297

BAGGAGE 2 1,237 2 1,347

RES/TKTG/BOARDING 3 735 4 651

CUSTOMER SERVICE 4 731 3 687

REFUNDS 5 467 5 504

OVERSALES 6 282 6 252

DISABILITY 7 226 8 212

FARES 8 201 9 179

OTHER 9 182 7 238 FREQUENT FLYER 139 141

DISCRIMINATION 10 55 10 48

ADVERTISING 11 22 11 27

ANIMALS 12 2 12 5

COMPLAINT TOTAL 6,001 6,162

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED.

** INCLUDES FIGURES FOR SUB-CATEGORIES.

Table 3 (YTD) COMPLAINTS AGAINST U.S. AIRLINES / BY COMPLAINT CATEGORY* JANUARY - JUNE 2008 U.S. AIRLINES** FLIGHT OVER- RES/TKTG/ CUSTOMER DIS- ADVER- DISCRIM- ALPHABETICAL PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE ABILITY TISING INATION ANIMALS OTHER TOTAL

AIR WISCONSIN 15 5 1 0 0 1 2 0 0 0 0 0 24 AIRTRAN AIRWAYS 37 14 12 2 4 31 14 6 0 2 0 0 122 ALASKA AIRLINES 12 2 9 1 3 7 11 0 1 0 0 2 48 ALLEGIANT AIR 19 0 5 0 2 6 3 2 1 0 0 0 38 ALOHA AIRLINES 2 0 0 0 8 1 1 0 0 0 0 0 12 AMERICAN AIRLINES 316 15 61 12 34 171 90 17 1 7 0 15 739 AMERICAN EAGLE AIRLINES 53 7 3 1 1 24 6 3 0 1 0 0 99 ATA AIRLINES 7 0 5 1 2 5 2 2 0 0 0 0 24 ATLANTIC SOUTHEAST AIRLINES 32 9 1 0 0 7 1 5 0 0 0 1 56 CHAUTAUQUA AIRLINES 21 0 1 0 0 0 2 1 0 1 0 0 26 COLGAN AIRWAYS 12 0 0 1 0 1 3 0 0 0 0 1 18 COMAIR 26 3 0 0 1 10 4 5 0 2 0 1 52 CONTINENTAL AIRLINES 81 11 42 13 9 49 43 17 0 2 0 6 273 DELTA AIR LINES 166 27 99 32 38 178 83 16 3 7 2 40 691 EXECUTIVE AIRLINES 9 0 1 0 1 9 1 0 0 0 0 0 21 EXPRESSJET AIRLINES 24 0 3 0 0 0 9 1 0 1 0 1 39 FREEDOM AIRLNES 18 1 0 0 0 3 2 1 0 1 0 0 26 FRONTIER AIRLINES 14 5 9 2 3 9 7 0 0 1 0 5 55 HAWAIIAN AIRLINES 5 1 3 3 4 5 5 2 0 0 0 1 29 HORIZON AIRLINES 4 0 3 0 0 4 0 1 0 0 0 2 14 JETBLUE AIRWAYS 27 2 7 1 6 12 8 11 0 0 0 1 75 LYNXAIR INTERNATIONAL 7 0 2 3 5 8 1 1 0 0 0 2 29 MESA AIRLINES 31 1 1 1 0 6 10 5 0 0 0 0 55 MESABA AVIATION 18 4 3 0 0 2 2 6 0 0 0 0 35 MIDWEST AIRLINES 16 2 1 1 1 6 2 3 0 1 0 0 33 NORTHWEST AIRLINES 75 16 35 12 14 50 22 16 1 2 0 9 252 PIEDMONT AIRLINES 8 6 2 0 0 7 2 0 0 0 0 0 25 PINNACLE AIRLINES 38 5 5 0 0 6 10 5 0 0 0 0 69 PSA AIRLINES 11 0 1 0 0 0 2 0 0 0 0 0 14 REPUBLIC AIRWAYS 14 2 0 0 0 1 2 1 0 1 0 0 21 SHUTTLE AMERICA 10 0 0 0 0 3 1 2 0 0 0 0 16 SKYBUS AIRLINES 12 0 8 0 34 6 3 1 0 0 0 0 64 SKYWEST AIRLINES 39 6 0 0 0 12 2 1 0 1 0 1 62 SOUTHWEST AIRLINES 33 6 14 3 8 27 32 29 0 4 0 3 159 SPIRIT AIRLINES 63 16 101 19 68 113 72 6 3 1 0 7 469 TRANS STATES AIRLINES 18 0 1 0 0 5 2 3 0 0 0 0 29 UNITED AIRLINES 221 21 68 23 71 118 93 20 1 6 0 35 677 UNITED EXPRESS 15 1 4 0 1 11 3 0 0 0 0 0 35 US AIRWAYS 149 49 94 29 46 72 89 18 1 4 0 28 579 USA3000 7 0 3 0 2 1 6 0 0 0 0 0 19 VIRGIN AMERICA 2 0 1 2 0 3 2 1 0 0 0 0 11 OTHER U.S. AIRLINES 41 7 12 3 10 10 5 1 2 0 0 1 92 TOTAL JANUARY-JUNE 2008 1,728 244 621 165 376 1,000 660 209 14 45 2 162 5,226 % OF TOTAL COMPLAINTS 33.1 4.7 11.9 3.2 7.2 19.1 12.6 4.0 0.3 0.9 0 3.1 TOTAL JANUARY-JUNE 2007 1,834 223 482 143 349 1,031 618 193 22 41 3 180 5,119 % OF TOTAL COMPLAINTS 35.8 4.4 9.4 2.8 6.8 20.1 12.1 3.8 0.4 0.8 0.1 3.5

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION. ** AIRLINES ARE LISTED INDIVIDUALY IF DOT RECEIVED TEN (10) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER ‘OTHER U.S. AIRLINES.’

54 TABLE 4 (YTD)

COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY** JANUARY-JUNE 2008

FLIGHT OVER- RES/TKTG/ CUSTOMER DISAB- ADVERT- DISCRIM- PROBLEMS SALES BOARDING FARES REFUNDS BAGGAGE SERVICE ILITY ISING INATION ANIMALS OTHER TOTAL

FOREIGN AIRLINES AEROFLOT 1 0 1 1 0 4 0 1 0 1 0 1 10 AEROLINEAS ARGENTINAS 8 1 0 0 1 3 0 0 0 0 0 0 13 AEROMEXICO 3 6 4 0 0 5 1 1 0 0 0 1 21 AIR CANADA 5 0 2 1 3 7 3 0 0 0 0 0 21 AIR FRANCE 6 2 11 0 6 30 8 2 1 1 0 1 68 AIR INDIA 2 4 0 2 1 8 5 0 0 0 0 0 22 AIR JAMAICA 7 1 3 1 1 9 2 2 0 1 0 0 27 ALITALIA AIRLINES 4 2 3 1 2 20 0 0 0 0 0 0 32 BRITISH AIRWAYS 14 0 5 3 14 28 5 2 0 1 0 2 74 CATHAY PACIFIC AIRWAYS 5 1 0 2 1 2 2 1 0 0 0 0 14 COPA COMPANIA PANAMENA 3 5 2 0 3 4 0 0 0 0 0 0 17 EMIRATES AIRLINES 4 0 1 2 5 12 1 0 0 0 0 1 26 IBERIA AIRLINES 5 2 1 0 4 4 2 2 0 0 0 0 20 KLM 3 2 2 0 1 7 5 0 0 0 0 0 20 LUFTHANSA 3 0 6 0 1 8 0 0 1 1 0 1 21 MEXICANA 1 6 4 2 0 4 2 1 0 0 0 0 20 QATAR AIRWAYS 3 0 2 0 0 1 3 0 0 1 0 0 10 ROYAL AIR MAROC 0 1 0 0 3 9 0 0 0 0 0 0 13 TACA INTERNATIONAL AIRLINES 1 0 1 1 0 6 1 1 0 0 0 0 11 TRAVELSPAN G.T. 5 0 2 0 1 1 1 0 0 0 0 0 10 VIRGIN ATLANTIC AIRWAYS 2 0 4 0 4 2 3 0 0 1 0 2 18 OTHER FOREIGN AIRLINES 37 5 26 9 19 59 17 4 4 3 0 8 191 TOTALS 122 38 80 25 70 233 61 17 6 10 0 17 679

TRAVEL AGENTS CHEAP TICKETS 2 0 3 1 6 0 1 0 0 0 0 0 13 EXPEDIA.COM 1 0 4 1 4 0 1 0 0 0 0 0 11 ORBITZ.COM 0 0 8 1 3 0 4 0 1 0 0 0 17 OTHER TRAVEL AGENTS 0 0 17 7 7 0 2 0 1 0 0 1 35 TOTALS 3 0 32 10 20 0 8 0 2 0 0 1 76

TOUR OPERATORS OTHER TOUR OPERATORS 5 0 1 0 1 0 0 0 0 0 0 0 7 TOTALS 5 0 1 0 1 0 0 0 0 0 0 0 7

MISCELLANEOUS OTHER GENERAL COMPLAINTS 3 0 1 1 0 4 2 0 0 0 0 2 13 TOTALS 3 0 1 1 0 4 2 0 0 0 0 2 13

* COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED TEN (10) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,' ETC. ** A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION. 55 Office of Aviation Enforcement and Proceedings U.S. Department of Transportation TABLE 5 (YTD) JANUARY - JUNE CONSUMER COMPLAINTS: RANKINGS/ U.S. AIRLINES *

JANUARY - JUNE 2008 JANUARY - JUNE 2007

COMPLAINTS COMPLAINTS SYSTEMWIDE PER 100,000 SYSTEMWIDE PER 100,000 RANK AIRLINE COMPLAINTS ENPLANEMENTS ENPLANEMENTS COMPLAINTS ENPLANEMENTS ENPLANEMENTS

1 SOUTHWEST AIRLINES 159 52,328,452 0.30 125 49,828,303 0.25

2 EXPRESSJET AIRLINES 39 8,618,385 0.45 27 8,379,872 0.32

3 ALASKA AIRLINES 48 8,505,064 0.56 58 8,489,414 0.68

4 SKYWEST AIRLINES 62 10,496,583 0.59 86 10,771,737 0.80

5 JETBLUE AIRWAYS 75 11,117,674 0.67 85 10,346,476 0.82

6 HAWAIIAN AIRLINES 29 3,886,759 0.75 23 3,454,648 0.67

7 ATLANTIC SOUTHEAST AIRLINES 56 6,387,400 0.88 44 5,979,938 0.74

8 MESA AIRLINES 55 5,610,840 0.98 55 6,775,383 0.81

9 NORTHWEST AIRLINES 252 25,608,834 0.98 351 27,010,968 1.30

10 AIRTRAN AIRWAYS 122 12,240,995 1.00 72 11,399,234 0.63

11 FRONTIER AIRLINES 55 5,301,637 1.04 33 5,228,664 0.63

12 CONTINENTAL AIRLINES 273 24,276,994 1.12 231 24,390,255 0.95

13 AMERICAN EAGLE AIRLINES 99 8,495,620 1.17 93 9,070,888 1.03

14 COMAIR 52 4,425,155 1.18 57 4,666,984 1.22

15 PINNACLE AIRLINES *** 69 5,183,160 1.33 44 4,823,963 0.91

16 AMERICAN AIRLINES 739 47,328,979 1.56 841 48,618,988 1.73

17 DELTA AIR LINES 691 35,374,296 1.95 596 36,103,499 1.65

18 US AIRWAYS 579 27,946,265 2.07 927 29,355,266 3.16

19 UNITED AIRLINES 677 32,243,608 2.10 773 34,540,123 2.24

TOTAL ** 4,131 335,376,700 1.23 4,521 339,234,603 1.33

Note: For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics, plus other carriers that report flight delay and mishandled baggage data voluntarily (Pinnacle). The carriers that are ranked in this table are the same carriers that are ranked in the “Flight Delays,” “Mishandled Baggage,” and ” Oversales” sections of this report. ** Aloha Airlines was ranked in this section every month during 2007, and for the months of January and February 2008. The carrier’s ranking in this table ceased effective with the May 2008 issued report as a result of its cessation of all flight operations on March 31, 2008. Totals for January-June (2007 and 2008) reflect the deletion of Aloha’s data for that period. *** Pinnacle Airlines revised the enplanement number originally submitted for May 2008. The carrier’s January-June 2008 enplanement number reflects that correction. 56

COMPLAINT CATEGORIES

Flight Problems: Cancellations, delays, or any other deviations from schedule, whether planned or unplanned.

Oversales: All bumping problems, whether or not the airline complied with DOT oversales regulations.

Reservations, Ticketing, Boarding: Airline or travel agent mistakes made in reservations and ticketing; problems in making reservations and obtaining tickets due to busy telephone lines or waiting in line, or delays in mailing tickets; problems boarding the aircraft (except oversales).

Fares: Incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, fare increases and level of fares in general.

Refunds: Problems in obtaining refunds for unused or lost tickets, fare adjustments, or bankruptcies.

Baggage: Claims for lost, damaged or delayed baggage, charges for excess baggage, carry-on problems, and difficulties with airline claims procedures.

Customer Service: Rude or unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers.

Disability: Civil rights complaints by air travelers with disabilities.

Advertising: Advertising that is unfair, misleading or offensive to consumers.

Discrimination: Civil rights complaints by air travelers (other than disability); for example, complaints based on race, national origin, religion, etc.

Animals: Loss, injury or death of an animal during air transport provided by an air carrier.

Other: Frequent flyer, smoking, tours credit, cargo problems, security, airport facilities, claims for bodily injury, and others not classified above.

57 Customer Service Reports to the Department of Homeland Security for the Month of June 2008 as provided by the Transportation Security Administration a

The Transportation Security Administration screened approximately 62.7 million airline passengers and their 56.4 million checked bags during June as part of its efforts to secure the homeland. Since its formation, the TSA has maintained a strong focus on customer service and it encourages passengers to contact it to provide feedback. The TSA began collecting customer service data voluntarily in order to improve security operations. TSA values all input and encourages passengers to contact it if they believe that the level of service provided does not meet their expectations. Below is a summary of contacts with TSA either by e-mail, phone, or written correspondence for the month of June.

Note: Comparing the numbers below with the number of passenger complaints about airlines (found in this report) is not appropriate. TSA data represent the entire universe of feedback provided to the TSA Contact Center, which is easily accessible to the traveling public. By contrast, complaints about airlines tabulated in this report represent a more limited group, namely, those who take the extra step of contacting the Department of Transportation to complain about an airline. Airlines themselves receive thousands of complaints and inquiries directly from passengers that are not recorded in this report.

Courtesy c Screening Procedures Processing Time Personal Property # of Complaints % of Flying Publicc # of Complaints % of Flying Public # of Complaints % of Flying Public # of Complaints % of Flying Public 452 .0007 63 .0001 58 .00009 580 .0009

In addition, TSA also processes damage claims concerning loss or damage to passenger property. Claims allegedly resulting from an incident that occurred at a passenger screening checkpoint are handled exclusively by TSA. While in most cases TSA screeners handle checked baggage for a very small amount of time relative to the airline personnel, liability is no longer clearly exclusive to the airlines. Consequently, the data for checked baggage claims below includes claims for which TSA and/or the airlines may be liable.

Number of Damage Claims Received % of Total Checked % of Total Passengers Baggage (TSA Checked Bags Checkpoint (TSA) Screened and/or Airline) Screened 263 .0004 1031 .002

NOTES a Under Section 421(a) of Vision 100--Century of Aviation Reauthorization Act, Public Law 108-176 (December 12, 2003), 49 U.S.C. 329(e), the Department of Homeland Security (DHS), through its Transportation Security Administration (TSA), has provided this customer service report on passenger and baggage screening complaints and incidents to the Department of Transportation. b The TSA Contact Center can be reached via e-mail, [email protected], or phone, 1-866-289-9673. Contact Center representatives are available 24 hours a day. c The percentage is based on the number of reports divided by the number of passengers or number of bags screened by TSA in the month of June.

As of October 2007, TSA now calculates the number of checked bags screened. In the past, TSA used data provided by the Air Transport Association to calculate number of checked bags screened.

58 June 2008 Airline Reports to DOT of Incidents Involving the Loss, Injury or Death of Animals During Air Transportation

Section 710 of the Wendell H. Ford Aviation Investment and Reform Act for the 21st Century (“AIR-21”; P.L. 106-81) requires U.S. airlines that perform scheduled passenger transportation to file reports with the Department concerning incidents involving the loss, injury or death of animals during air transportation. This requirement was implemented through the issuance of 14 CFR 234.13 (70 FR 7392) as supplemented by a Reporting Directive published at 70 FR 9217.

An airline is required to submit a report for any month in which it experienced a loss, injury or death of a pet during air transportation. DOT publishes these reports monthly and also forwards the reports to the U.S. Department of Agriculture, which enforces the Animal Welfare Act. The copies of the reports that appear here are redacted to remove identifying information about individuals, including the owner of the pet.

A statistical summary of the reports appears in the table below. To see the actual (redacted) reports filed by these airlines, click the airline’s name in the web version of the report (see http://airconsumer.ost.dot.gov/reports/index.htm).

Carrier Death Injury Loss Alaska 1

Continental 2 1

Total 3 1

In addition to the information reported above for incidents that occurred during the month of June, on July 22 Continental Airlines reported an incident that occurred on April 22, 2008, which Continental did not report at the time. That incident concerned an injured dog. This incident is not included in the statistics for June incidents reported above.